BUG: Add KB to related items of a SR created via an offering

Stephane_Bouillon

Stephane_Bouillon Customer Advanced IT Monkey ✭✭✭

March 2018 in Analyst Portal

Hi, I have created a service request offering and a kb article. In the related items of the kb, I refer to the service offering, so that when I fill out the service request offering form, a link to the KB article is shown at the top of the page. Great !

However, when the SR gets created, it doesn't contain the KB article in its related items.

Stephane

0

Answers

Michael_Aidinovich Cireson Solution Architect Advanced IT Monkey ✭✭✭

March 2018

Hi Stephane,

That is by design. Cireson, nor SCSM automatically relate the KBs linked to the RO to the SR created from that RO. However, you could create a Portal task or a SCORCH runbook to accomplish that.

Mike

1
Stephane_Bouillon Customer Advanced IT Monkey ✭✭✭

March 2018

Then I'd like to make that a feature request.

0
Stephane_Bouillon Customer Advanced IT Monkey ✭✭✭

April 2018

I'd like to follow-up on this. Is there an API I can use to add a KB article to the related items of a SR ?

0
Michael_Aidinovich Cireson Solution Architect Advanced IT Monkey ✭✭✭

April 2018

Hi Stephane,

Yes the Cireson Portal has an API for KB's which the syntax references can be found on your portal at http://<Portal URL>/help

Mike

0

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