Creating Relationships Between Articles and Services

Who can use this feature?
  • This feature appears in the Client Portal, within the Knowledge Base and Service Catalog sections.

Adding Related Services to Articles

  • License Requirement: Enterprise, Project Manager, Technician, Team Member, or Student Technician
  • Application Access:
    • The specific Client Portal application containing the Knowledge Base
    • Work Management
  • Application-Level Security Role Permissions: The user's security role in the Client Portal must include the following permissions:
    • Add Articles (to create new articles with related services)
    • Edit Owned Articles (to add related services to articles they own)
    • Always Edit Articles (to add related services to any article, regardless of owner)

Adding Related Articles to Services

  • License Requirement: Enterprise, Technician, or Student Technician
  • Application Access: User must have access to the specific Client Portal application containing the Service Catalog
  • Application-Level Security Role Permissions: The user's security role in the Client Portal must include ONE of the following permissions:
    • Add Services (to add related articles when creating new services),
      OR
    • Manage All Services (to add related articles to any service, regardless of whether they are the service manager)
  • Administrative Access: Users with the following administrative access can also add related articles to services:
    • Global Administrators can manage services and related articles in TDAdmin
    • Client Portal Application Administrators can manage services and related articles in the Client Portal Admin interface

Articles and services or service offerings can be connected within the client portal, making it easy for users to discover related resources. On the details page of an article, service, or service offering, these relationships are displayed in the right-side panel. If enabled, a 'Request Service' button appears on the article, allowing users to initiate service requests directly.

In this article, we'll cover:

Defining Article to Service Relationships

Article authors and service owners can easily view and manage relationships between articles and services or service offerings. By enabling the 'Display Request Service Button' option, they can add a Request Service button to the article, providing users with a direct way to request related services.

Add a Related Service or Service Offering to an Article

To create a relationship between a service or service offering and an article from the article:

  1. In the Client Portal Knowledge Base, navigate to the article that will be in the relationship. 
  2. Click the Edit Article button on the right side.
  3. Select the Related Services tab. 
  4. Click + Add to define a new relationship.
  5. Search for the service or service offering you would like to add, either by typing in the field or clicking the 'lookup' magnifying glass. You can add multiple services or offerings at once.
    • When using the lookup, you can enter a search term and also reorder the table by clicking on the column headers.
    • Click the checkbox for each service.
    • When you've checked the box for all of the needed services, click the + Insert Checked button.
  6. Click Save.
  7. You can opt to display the service button on the article page. In the table of the related services, click the 'No' setting in the Display Request Service Button column. This will change the setting to 'Yes.' 

Add a Related Article to a Service or Service Offering

To create a relationship between an article and a service or service offering from the service:

  1. In the Client Portal Services, navigate to the service or service offering that will be related to the article. 
  2. Click the Edit Service or Edit Service Offering button on the right side.
  3. Select the Related Articles tab. 
  4. Click + Add to define a new relationship.
  5. Search for the related articles you want to add, either by typing in the field or clicking the 'lookup' magnifying glass. You can add multiple services or offerings at once.
    • When using the lookup, you can enter a search term and also reorder the table by clicking on the column headers.
    • Click the checkbox for each article.
    • When you've checked the box for all of the relevant articles, click the + Insert Checked button.
  6. Click Save.
  7. You can opt to display the service button on the article page. In the table of the related articles, click the 'No' setting in the Display Request Service Button column. This will change the setting to 'Yes.' 
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