Is it possible to attach a Cireson HTML KB article to an Incident

Eric_Krasner

We have the Cireson Knowledge Management app installed.  I am trying to figure out if we can add these KBs to IRs.  It looks like they can only be added to ROs or SOs.  I really don't want to have to maintain to sources of knowledge to accomplish this.  Thanks.

Joe_Burrows

Eric_Krasner said:

We have the Cireson Knowledge Management app installed.  I am trying to figure out if we can add these KBs to IRs.  It looks like they can only be added to ROs or SOs.  I really don't want to have to maintain to sources of knowledge to accomplish this.  Thanks.

Hi Eric
Analysts can add them to workitems in the portal under the related items tab, if your using custom forms make sure they have the below added:

                        {
                              name: "KnowledgeArticle",
                              type: "knowledgeArticle",
                        }

Nicholas_Velich

This first Major release that supports the Cireson HTML KB Article to Work Item linkage is 5.0.

This was first introduced in the 4.1/4.2 Preview releases when the KB was redesigned.

Joe_Burrows

Eric_Krasner said:

We have the Cireson Knowledge Management app installed.  I am trying to figure out if we can add these KBs to IRs.  It looks like they can only be added to ROs or SOs.  I really don't want to have to maintain to sources of knowledge to accomplish this.  Thanks.

Hi Eric
Analysts can add them to workitems in the portal under the related items tab, if your using custom forms make sure they have the below added:

                        {
                              name: "KnowledgeArticle",
                              type: "knowledgeArticle",
                        }

Mathias_Vandendriess

Joe_Burrows said:

Eric_Krasner said:

We have the Cireson Knowledge Management app installed.  I am trying to figure out if we can add these KBs to IRs.  It looks like they can only be added to ROs or SOs.  I really don't want to have to maintain to sources of knowledge to accomplish this.  Thanks.

Hi Eric
Analysts can add them to workitems in the portal under the related items tab, if your using custom forms make sure they have the below added:

                        {
                              name: "KnowledgeArticle",
                              type: "knowledgeArticle",
                        }

Does this work with any portal version?
I'v added this, but my incident form didn't load any more. I removed it and the incident form worked again.

Nicholas_Velich

This first Major release that supports the Cireson HTML KB Article to Work Item linkage is 5.0.

This was first introduced in the 4.1/4.2 Preview releases when the KB was redesigned.

Eric_Krasner

Joe, thanks.  One additional thought, if it was added to the portal in v5, why wasn't the ability added on the KB side to add work items to the KB (just SOs and ROs).  Also, will you be adding the ability to create a KB from a work item?

[Deleted User]

Eric_Krasner said:

Joe, thanks.  One additional thought, if it was added to the portal in v5, why wasn't the ability added on the KB side to add work items to the KB (just SOs and ROs).  Also, will you be adding the ability to create a KB from a work item?

@Eric_Krasner
Great points, honestly, both are valid feature requests.  Please feel free to add them, or I can if you wish.