Service Related Articles not displaying

In previous version we had a list of associated KB articles that would be displayed every time that service would be pulled up. When we moved to 8.6 that no longer is displayed. Is there a way to turn that back on?

Tags service-catalog knowledge-base related-articles
Asked by Kevin Cook on Thu 9/3/15 10:59 AM
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Answers (3)

This answer has been marked as the accepted answer
Jamey Stock Thu 9/3/15 11:10 AM

Hi Kevin,

By default, the Related Articles card on a service is displayed. However, it is hidden on the Service Detail page if one of the following occurs:

  • The user does not have access to the Knowledge Base application
  • There are no KB Articles associated with the Service

In order to associated Articles with a Service, you can click the Edit Service button and locating the Related Articles tab. If a specific user needs access to the KB application, this can be configured through the Admin tool and editing a user's profile via the Applications tab.

I hope this answers your question! Please let us know if you are still experiencing issues or there is anything else we can do to assist you.

Sincerely,
Jamey Stock
TeamDynamix

1 of 1 users found this helpful.
Kevin Cook Thu 9/3/15 11:25 AM


I think i found my solution on the update for this page. https://solutions.teamdynamix.com/TDClient/Forums/Questions/Details?ID=101897

 

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Kevin Cook Thu 9/3/15 11:21 AM


When an article was associated to a service, it would be displayed in the New Incident screen. Currently we don't see those articles in the ticket creation form.

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