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Absent Member.. Madhu84 Absent Member..
Absent Member..
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Related record option in Knowledge management

Hi Experts,

 

We have a requirement of having the related record menu option similar to incidents and interactions in knowledge managemen.

 

In KM , when menu option is clicked there should be a new option called Related> View incidents and Related>View changes ,ideally this value should automatically open the related incident or problem or change record. Kindly e=suggest how to acheive this. TRied the code below , but doesnt work.

 

DO - 

screenid :kmdocflow.view

Related>Incidents>View

action :viewinc

GUI:6011

text:1

Bank :3

 condition:$L.mode~#"add"

 

 

States :kmdocFlow.view

Display action :viewinc

Process:us.screlate

 

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3 Replies
Abhijit K Acclaimed Contributor.
Acclaimed Contributor.

Re: Related record option in Knowledge management

Hi Madhu,

 

I dont think so this is a standard practise to create related record from KM Document as per ITIL .

 

Related records option is available in other modules, same functionality might be called either from buttons or other ways such as Triggers or JS etc.

 

Regards,

Abhijit K 

Absent Member.. John Stagaman Absent Member..
Absent Member..

Re: Related record option in Knowledge management

If you want to identify which incidents/interactions were resolved using a particular KM Doc, you can do that more simply by saving the ID of the doc in the ticket when Use Solution is selected. This is already in place for Service Desk and can easily be configured in other modules. You could then define a find or virtual join to display the related records. 

 

If you need to identify when a KM doc is generated from a source ticket, the ticket number can be mapped to a KM Doc field (I think it is out of box, actually). 

 

Neither would require the complexity of configuring screlation records and maintaining them. What is the actual functional requirement? 

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Absent Member.. Madhu84 Absent Member..
Absent Member..

Re: Related record option in Knowledge management

Hi Experts,

 

Thank you for your suggestions, 

 

We need to only configure to view the incidents when it is related from the incident/change,i have tried and managed to get the view option in display option , so it opens the incident with which it is related with.

 

But having challenges in having that option in a tab similar to incidents, screen shot attached for your reference.

 

We will have to configure the related record similar to the tabs avaiable in incidents. Also getting the error message .

 

Query field (undefined) in (kmdocument) not defined in dbdict (display,prep.screen)

 

I have created a new screlconfig table for kmdocument 

 

Query :"id isin "+str($L.unique.array)

description format :screlate.kmdocument

condition :status in $L.source~={"closed"}

Pre expressions :$L.pfilename=filename($L.primary);$test1="PRE"
$L.action="add"

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