This documentation supports the 23.3 version of BMC Helix ITSM: Knowledge Management.

To view an earlier version, select the version from the Product version menu.

Improving findability through relationships

A relationship between two knowledge articles denotes that some kind of connection exists between the articles. Use the Relationships tab in the Details page of the knowledge articles to create and remove relationships, and to view related articles. You can create an unlimited number of relationships between two articles, but each relationship must be unique.

To create a relationship with another knowledge article

  1. Open an article.
  2. In Quick Actions, click Create Relationship.

    Tip

    You can select the Details tab, select the Relationships sub-tab, and click the Create icon.

  3. In the Search field of the Knowledge Base Relationship Search dialog box that opens, type a search string. For example, if you are creating a relationship to an article about a printer that regularly goes offline, you might type printer offline. Searching with a blank Search field returns no search results, and an error message to search with new search criteria is displayed (ARNOTE 170032).

    The Knowledge Base Relationship Search screen is similar to the Search Knowledge screen. 

  4. Click Search.
  5. In the Articles table, select the article to which you want to create the relationship.
    • The Current Article field displays the ID of the open article that forms the relationship with the selected article.
    • The Selected Article field displays the ID of the selected article.
  6. Click Relate.
  7. In the dialog box that displays the relationship, verify the information and click OK to close the page.


To remove relationships

  1. Open the knowledge article that you want to update.
  2. Click the Details tab.
  3. Click the Relationships sub-tab.
  4. Click the Remove icon.
  5. Click Yes to confirm.
  6. Click OK.


To view a related article

The relationship between two articles can be viewed only by users who are permitted to view both articles, as follows:

  • If the user has a defined Knowledge User role, all related articles except In Progress articles are displayed. The only location that relationships to In Progress articles are displayed is in the Relationship tab of the In Progress article.
  • If the user does not have a defined Knowledge User role, the relationships to only Published articles are displayed.

When the status of one of the articles in a relationship becomes Cancelled, the relationship automatically becomes Obsolete and ceases to exist.

To view a related article, perform the following steps:

  1. Open an article.
  2. Click the Details tab.
  3. Click the Relationships tab.
  4. Select an article in the Relationships table and click the View icon, or double-click the selected relationship.



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