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Add related work items to the knowledgebase.js form

Aaron_Boock

Aaron_Boock Customer Advanced IT Monkey ✭✭✭

August 2016 in Service Manager Portal Feature Requests

When editing a knowledge article, I'd like to be able to view related work items on the related items tab. (similar to how related work items are shown for IR and SR). I understand the challenge of knowledge articles not existing in the SCSM CMDB and only in the ServiceManagement database.

4

4

4 votes

Submitted · Last Updated August 2016

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Chris_Stelzer Premier Partner IT Monkey ✭

September 2016 edited September 2016

Here's an excellent use of the Dashboard Designer in V6 to get around this!

Create a dashboard with a SQL Chart widget and use something like the following as your source, and group by KBID or KB Title.

SELECT WI.WorkItemID as [Id], WI.Title IRTitle, KA.Title KATitle, WIKA.KnowledgeArticleID, WIKA.CreatedDate
FROM [dbo].[WorkItem$KnowledgeArticle] WIKA

JOIN dbo.WorkItem WI
ON WIKA.WorkItemID = WI.Id

JOIN dbo.KnowledgeArticle KA
ON KA.ArticleID = WIKA.KnowledgeArticleID

Now you can see a nice chart of the MOST referenced KB articles, click on the article in question and see a list of IR's associated with each!

kb1.png 42.1K

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Steve_Wright Cireson Support Advanced IT Monkey ✭✭✭

September 2016

Nice Chris!
Please note for the drill-through of Workitems to work, the field should be aliased as [Id] - for example:
SELECT WI.WorkItemID as [Id], This is case sensitive and special word in sql validation.

Thanks,

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