Link Knowledge Article to Source Request

Knowledge articles are often created from completed requests.  More specifically, these knowledge articles are created from the note that contains the request’s solution information, see Introducing Knowledge Management.

In the past, when a knowledge article was created from a request, the new article would not be linked to the request.  It turns out, however, that the Knowledge-Centered Service (KCS) methodology requires a link to be established between knowledge articles and the requests which solution information was used to create these articles.

That is why Xurrent now automatically links a new article to the request from which it was created.  The link can be found just below the subject of the request when it is in View mode.