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Viewing linked tickets from a knowledge article

A service desk or case agent can view a consolidated list of all tickets including Incidents, Cases, Work Orders, Known Errors, and Problems where ISKM knowledge articles are searched and pinned, or explicitly linked. Agents can view ticket details directly from the article to understand how it is being used during issue resolution.

This capability helps agents evaluate the effectiveness of knowledge articles and quickly navigate to related tickets from the article page. Agents can also use search and filtering options to find relevant tickets associated with the knowledge article.

Information

Scenario

At Apex Global, a service desk agent is handling a high‑priority incident related to VPN connectivity. When the agent opens the knowledge article Apex Global VPN Troubleshooting Guide, he can instantly see all Incidents, Cases, Work Orders, Known Errors and Problems previously linked to this article.
By reviewing these linked tickets, the agent notices that several teams recently resolved similar issues using the same steps. The agent quickly navigates to one of the linked incidents to verify the resolution details, helping them resolve the new ticket faster and ensure consistent handling across Apex Global.

To view tickets linked to a knowledge article

  1. Log in to BMC Helix ITSM or BMC Helix Business Workflows. 

  2. Go to the knowledge article. On the Edit Article page, view the Linked tickets counter, which displays the number of tickets associated with the knowledge article.
    When you open a knowledge article in preview mode from any entry point, the Linked tickets counter is visible but not clickable.

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  3. Click the Linked tickets counter.
    The Linked tickets dialog box opens, displaying a consolidated list of all ticket types linked to the knowledge article.
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  4. Click a ticket link to open the corresponding ticket record. If you have the required permissions, the ticket details are displayed.

  5. Use the available Filters to refine the ticket list based on criteria such as Linked date, Linked by, Ticket ID, Ticket Type and Related ticket ID.
    You can also use the statistic cards to quickly filter tickets.
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Troubleshooting

IssueCauseResolution
Permission denied error when clicking a ticket IDThe user does not have read access to the target ticket.Verify that the user has the appropriate role and permissions for the ticket type.
No linked tickets foundNo KM Association records exist for the knowledge article.

Perform the following checks:

  • Confirm that you pin or explicitly link the knowledge article from a ticket.

  • Query the KM Associations Record Definition by filtering on KM ID or KM Display ID.

  • Validate the values for FormName02, Request Type01, and Related Entity Primary ID fields to ensure the association was created correctly.
Failed to create KM AssociationThe process definition com.bmc.dsm.case-lib – Case Knowledge Association – Manage KM Association is not accessible, incorrectly configured, or fails during execution.

Perform the following checks:

  • Review the server execution logs for the process com.bmc.dsm.case-lib: Case Knowledge Association – Manage KM Association in BMC Helix Innovation Studio.

  • Verify that the system passes the required input parameters, such as action, knowledgeArticleId, and caseID.

  • Make sure the KM Association Record Definition (RD) is accessible and all required fields are mapped correctly.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Innovation Suite Knowledge Management 26.2