Relating KB Articles to Service Desk tickets

You may want to link a Knowledge Base article to a Service Desk ticket when viewing the article in the read-only mode; for example, to relate a found article to the ticket from which you started the search.

To relate a KB Article to a Service Desk ticket:

  1. Open the KB Article for viewing by double-clicking it in the grid.

  2. On the Related Objects tab, click Add Relation on the Module menu, then select the ticket in the Select Object window using the methods described in Using the Advanced Search tool