Linking Related Articles to a Knowledge Article
In the Related Articles tab, knowledge articles that contain information related to other knowledge articles can be linked. Users in the Self-Service Portal automatically see the related articles when they view the main knowledge article.
Viewing a Related Knowledge Articles
- Log in to the Service Desk console.
- Open the Knowledge workspace.
- Open a knowledge article.
- Click the Related Articles tab. The list of related articles is displayed (if any).
Adding a Related Knowledge Article
- Log in to the Service Desk console.
- Open the Knowledge workspace.
- Open a knowledge article.
- Click the Related Articles tab.
- Click Link. The list of all articles is displayed.
- Navigate to an article, then click Select. The article on the list is displayed.
- Click Save.
Modifying a Knowledge Article
- Log in to the Service Desk console.
- Open the Knowledge workspace.
- Open a knowledge article.
- Click the Related Articles tab.
- Double-click the related article to edit. The Edit window opens.
- Make changes as described in .
- Click Save.
Removing a Knowledge Article
Removing a related article from the list does not delete the article from the Knowledge Base.
- Log in to the Service Desk console.
- Open the Knowledge workspace.
- Open a knowledge article.
- Click the Related Articles tab.
- Highlight the related article to remove from the list.
- Click Unlink. The article is removed from the list.
- Click Save.
Implementing Hyperlinks for Related Articles
You can edit the Knowledge business object to add hyperlinks to related articles.
- From the Configuration console, click Build > Business Objects to open the Business Objects workspace.
- Open the business object called FRS_Knowlege.IssueResolution.
- Click the Forms tab.
- Click IssueResolution (FRS_Knowledge.IssueResolution.ArticleView). Modify this form to add a Related Objects field that lists all related articles as hyperlinks.
- From the left pane, expand Other and click the Related Objects List control.
- Select and drag the Related Objects List control onto the form on the right.
- Set the height by doing the following:
a. Highlight the Related Objects List control on the right.
b. For the Height parameter, enter 1.
- Set the hyperlink value by doing the following:
a. Highlight the Related Objects List control on the right.
a. Ensure that the Configuration parameter is set to Flex Settings .
b. In the Related Object field, select FRS_KnowledgeAssociatedFRS_Knowledge (FRS_Knowledge#).
c. In the Types pane, select at least one (or more) knowledge document type.
d. In the Type Configuration > Show As drop-down list, select Hyperlink.
- Click Save.