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Sending Knowledge article to affected user

Dear community,

What is the purpose of adding KB to IR as related item?

I'm looking for a convenient way to search for the desired article and send it to the affected user, but I can't figure out how it works.


  • Brad_ZimaBrad_Zima Member Advanced IT Monkey ✭✭✭

    @Taras_Kirillov When you add a KB to an IR as a related item the portal creates a relationship in the ServiceManagement.dbo.WorkItem$KnowledgeArticle to associate the two items together. You could use some automation such as an Orchestrator runbook to monitor this table and send a notification when an article is linked. You could also create a custom form task in custom.js to allow you to search for an article, relate it to a work item, and send out a custom notification to the end user.

    I suppose you could also customize the end-user view of the IR form to expose the KB relationship if you simply wanted the user to be able to see any related KB's, though you would still have to notify them that an article had been added somehow.

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