This documentation supports the 18.05 version of Knowledge Management.

To view the latest version, select the version from the Product version menu.

Creating a relationship with a BMC Service Desk record

You can create a relationship between a knowledge article and an Incident, Problem, or Known Error record in any of the following ways:

  • When you create a knowledge article by clicking Create Knowledge while viewing an Incident record, if you click Use in the knowledge article, a Resolved by relationship is created with the Incident.
  • When you search for a knowledge article by clicking Search Knowledge Base while viewing an Incident, Problem, or Known Error, if you click Relate in the knowledge article, a Related to relationship is created with the Incident, Problem, or Known Error.

Note

Certain field values are copied from a knowledge article to an Incident when you created a Resolved by type of relationship between them. For more information, see Relationships between knowledge articles and Incidents.

Relationships between knowledge articles and Incidents

When you create a Resolved by type of relationship (see above) between a knowledge article and an Incident, the field values that are defined in the Resolution Categorization tab of the knowledge article are copied to the Categorization tab of the Incident, and the article's title and ID are copied to the Resolution field of the Incident.

These field values might not be copied from the knowledge article to the Incident if:

  • the Categorization fields and the Resolution field of the Incident already contain values (if you change the Resolution Categorization values in the knowledge article later, the Incident will not be updated)
  • the Incident is in the Resolved or Closed state
  • The Resolution Categorization values that are defined in the knowledge article are not appropriate for the value of the Incident type field in the Incident
  • you had previously clicked Use, and then manually cleared the fields in the Incident's Categorization tab (because the Resolution field of the Incident is not blank)

Note

To copy a new value to the Resolution field and to over-write the values in Incident's Categorization tab, clear the Resolution field and click Use in a different knowledge article, or click Use in a knowledge article that currently has a Related to type of relationship with the Incident.

In the latter scenario, the relationship type changes from Related to to Resolved by. For more information, see Changing the type of relationship between knowledge articles and Incidents.

Changing the type of relationship between knowledge articles and Incidents

While viewing an Incident, if you click Search Knowledge Base to search for and view a knowledge article that currently has a Related to type of relationship with the incident, and then click Use in the knowledge article, the relationship type changes to Resolved by. Additionally, field values from the knowledge article's Resolution Categorization tab are copied to the Incident's Categorization tab if none of the conditions for exception are met.

Alternatively, while viewing an Incident, if you click Search Knowledge Base to search for and view a knowledge article that currently has a Resolved by type of relationship with the incident, and then click Relate in the knowledge article, the relationship type changes to Related to.

Note

To change the type of relationship between a knowledge article and an Incident, you must click the Search Knowledge Base link and search for a related knowledge article to click the Use or Relate button. You cannot change the type of relationship by opening the knowledge article from the Relationships tab of the Incident.

Related topic

Categorizing documented resolutions

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