11-16-2021, 09:59 AM
Indeed. Knowledge Management is very tightly integrated with not just Incident Management but also Problem, Service and Change Management modules.
One or multiple Knowledge Base records can be linked with Incident or tickets of other modules mentioned above. Whenever those tickets are opened, one can get to view the linked Knowledge Base records in 'Related Items' tab of the ticket.
Similarly, one or multiple tickets can be associated with Knowledge Base record. When Knowledge Base record is opened, the relevant tickets are displayed as linked to it.
One or multiple Knowledge Base records can be linked with Incident or tickets of other modules mentioned above. Whenever those tickets are opened, one can get to view the linked Knowledge Base records in 'Related Items' tab of the ticket.
Similarly, one or multiple tickets can be associated with Knowledge Base record. When Knowledge Base record is opened, the relevant tickets are displayed as linked to it.