Templates and the ability to relate a Cireson Knowledge Article

Suleyman_Ozden

I am working with CR templates and it  seems I can only attach Service Manager knowledge articles to the templates.

Since I dont have any template editing options in Cireson, how can I relate a Cireson Knowledge Article to my Change Request article?

Nicholas_Velich

Hi Suleyman,

It is not possible to associate a Cireson Knowledge Article directly within a template, as the Cireson Knowledge Article only exists in the ServiceManagement (Cireson Portal) database. The CR template is defined in the ServiceManager database and is later brought over to the Portal database via the CacheBuilder.

Once the Change Request is created from the template, it can be associated to a Cireson Knowledge Article. Each work item associated to a Cireson Knowledge Article in this way is stored in the "WorkItem$KnowledgeArticle" table in the ServiceManagement database.

If you wanted some sort of automatic association between an SCSM KB Article pre-set in a template and Cireson KB Article, you would need an Orchestrator / PowerShell runbook to do so.

Thanks,
Nick

Nicholas_Velich

Hi Suleyman,

It is not possible to associate a Cireson Knowledge Article directly within a template, as the Cireson Knowledge Article only exists in the ServiceManagement (Cireson Portal) database. The CR template is defined in the ServiceManager database and is later brought over to the Portal database via the CacheBuilder.

Once the Change Request is created from the template, it can be associated to a Cireson Knowledge Article. Each work item associated to a Cireson Knowledge Article in this way is stored in the "WorkItem$KnowledgeArticle" table in the ServiceManagement database.

If you wanted some sort of automatic association between an SCSM KB Article pre-set in a template and Cireson KB Article, you would need an Orchestrator / PowerShell runbook to do so.

Thanks,
Nick