Knowledge Management integration with Incident Management

Knowledge Management integrates with Incident Management so that users updating incidents can search for similar issues with solutions in the knowledgebases. The knowledge search uses the incident description to search. When searching for knowledge, Knowledge Management uses what is mapped by the integration field mappings to search each knowledgebase. This mapping specifies the fields and tables to search in the knowledgebases to which the user has access. For example in the out-of-box system, a user with browse access in Service Desk and Incident Management can view all relevant Incident and Interaction records in a search and those knowledge documents in categories to which the user has access.

The search results display a list of relevant documents. The user can view each document and then has the option of displaying and then using the text in one of the documents as a resolution to the Incident record. If the user chooses to use a resolved record, the system automatically populates the solution in the record based on the record mapping being reviewed for the knowledgebase. For example, if in a search you find an Incident record that includes a resolution, you can use Use Solution to copy the data from the resolution or workaround field to insert it into the solution (resolution field) of the open Incident record.

You can use Create Knowledge to contribute a new knowledge document from a resolved Incident record so that the data in the mapped fields is used in the knowledge document. The field mappings and the document type determine which fields in the knowledge document are populated with data from the resolved record.

The field mappings specify:

• The fields passed from the incident to the search
• The fields passed from a knowledgebase record to the incident
• The fields passed from an Incident record to create a knowledge document