Service Manager

This is the latest version of the help for Ivanti Service Manager 2018. If you cannot find some of the features described in the help, you may be using an older version of the application. To upgrade the application, click here.
To view the help for the latest version of Service Manager, click here

Linking Related Articles to a Knowledge Article

You can link knowledge articles that contain related information to another knowledge article from the Related Articles tab. Users in the Self-Service Portal automatically see the related articles when they view the main knowledge article.

•Viewing the Knowledge Articles Related to this Knowledge Article

•Adding a Related Knowledge Article to this Knowledge Article

•Modifying a Knowledge Article that is Related to this Knowledge Article

•Removing a Knowledge Article from the Related Articles List for this Knowledge Article

Viewing the Knowledge Articles Related to this Knowledge Article

1.Log into the Service Desk Console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab. The system displays the list of related articles, if any.

Adding a Related Knowledge Article to this Knowledge Article

1.Log into the Service Desk Console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab.

5.Click Link. The system displays the list of all articles.

6.Navigate to an article, then click Select. The system now displays the article on the list.

7.Click Save.

Modifying a Knowledge Article that is Related to this Knowledge Article

1.Log into the Service Desk Console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab.

5.Double-click the related article to edit. The system displays the Edit window.

6.Make changes as described in .

7.Click Save.

8.Click Save.

Removing a Knowledge Article from the Related Articles List for this Knowledge Article

Removing a related article from the list does not delete the article from the Knowledge Base.

1.Log into the Service Desk Console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab.

5.Highlight the related article to remove from the list.

6.Click Unlink. The system removes the article from the list.

7.Click Save.