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

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  Joe_Burrows Cireson Devops Super IT Monkey ✭✭✭✭✭

  May 2016 Answer ✓

  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",
                          }
  

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  Mathias_Vandendriess Customer Adept IT Monkey ✭✭

  June 2016

  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.

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  Nicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭

  June 2016 Answer ✓

  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.

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  Eric_Krasner Customer Advanced IT Monkey ✭✭✭

  June 2016

  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?

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  [Deleted User] Ninja IT Monkey ✭✭✭✭

  June 2016

  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.

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