Cherwell Community

Applying knowledge-centered support methodologies to your ITSM processes helps promote the development of your knowledge base by utilizing collective experience to date. The Cherwell Knowledge-Centered Support (CKCS) mApp enables your team to create knowledge content as a byproduct of resolving Incidents and Problems and ensure your support processes contribute to learning, collaboration, sharing, and continual improvement. The mApp allows Role-based creation, editing, and publication of Knowledge Articles, guaranteeing that the correct functionality is available to each User.
System Requirements
Details
    • Rating:
    • Comments:

      Do you know if there is a way to create templates for different types of articles and then apply them depending on the Type of Article selected? For example

      If it is a How-to document then it will have headings such as:

         Environment Information

         Step by step Guide

             1

             2

         Related Articles (based on common keywords)

      If it is a Troubleshooting/Known Error document:

         Symptom

         Environment Information

         Cause(s)

             1

             2

         Resolution(s)

             1

             2

         Related Articles (based on common keywords)

    • Rating:
    • Comments:

      I get the error "the data zone form does not exist (incidents tab)" whenever I try to apply this.

    • Rating:
    • Comments: I too am getting the error "the data zone form does not exist (incidents tab)" when I try to apply the mApp. Is there a solution for this?