Service Manager

Linking Related Articles to a Knowledge Article

In the Related Articles tab, knowledge articles that contain information related to other knowledge articles can be linked. Users in the Self-Service Portal automatically see the related articles when they view the main knowledge article.

Viewing a Related Knowledge Articles

1.Log in to the Service Desk console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab. The list of related articles is displayed (if any).

Adding a Related Knowledge Article

1.Log in to the Service Desk console.

2.Open the Knowledge workspace.

3.Open a knowledge article.

4.Click the Related Articles tab.

5.Click Link. The list of all articles is displayed.

6.Navigate to an article, then click Select. The article on the list is displayed.

7.Click Save.

Modifying a Knowledge Article

1.Log in to 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 Edit window opens.

6.Make changes as described in .

7.Click Save.

Removing a Knowledge Article

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

1.Log in to 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 article is removed from the list.

7.Click Save.

Implementing Hyperlinks for Related Articles

You can edit the Knowledge business object to add hyperlinks to related articles.

1.From the Configuration console, click Build > Business Objects to open the Business Objects workspace.

2.Open the business object called FRS_Knowlege.IssueResolution.

3.Click the Forms tab.

4.Click IssueResolution (FRS_Knowledge.IssueResolution.ArticleView). Modify this form to add a Related Objects field that lists all related articles as hyperlinks.

5.From the left pane, expand Other and click the Related Objects List control.

6.Select and drag the Related Objects List control onto the form on the right.

7.Set the height by doing the following:

a.

Highlight the Related Objects List control on the right.

b.

For the Height parameter, enter 1.

8.Set the hyperlink value by doing the following:

a.

Highlight the Related Objects List control on the right.

a.

Ensure that the Configuration parameter is set to Flex Settings .

b.

In the Related Object field, select FRS_KnowledgeAssociatedFRS_Knowledge (FRS_Knowledge#).

c.

In the Types pane, select at least one (or more) knowledge document type.

d.

In the Type Configuration > Show As drop-down list, select Hyperlink.

9.Click Save.