Reuse - Linked Multiple
Status: Complete ✅
Mandatory
The linking mechanism shall be structured such that each article may be linked to multiple incidents, and each incident may link to multiple articles. These links shall be implemented in such a way to be available to other processes - e.g. reporting, search, ranking algorithms, search results display. (In other words, as an example, a link embedded in an unstructured text field as part of an incident note would generally not satisfy this requirement.)
Practice/Technique
- Reuse
- Linking
- Many-to-Many Relationship Between Incidents and Articles
Reference: KCS v6 Practices Guide
Demo Requirements for Verified Only
OB/Config/Cust/NS/SF
Out of the Box
The knowledge module provides a separate entity to link articles to incidents.