Cherwell Knowledge-Centered Support

Turn collective experience into knowledge articles with CKCS.

Overview

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, ensuring your support processes contribute to continual learning, collaboration, sharing, and improvement. The mApp allows role-based creation, editing, and publication of Knowledge Articles, guaranteeing that the correct functionality is available to each user.

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System Requirements

Platform Version Requirements: Tested on 9.7.0 - 10.2.0

Content Version Requirements: Tested on 9.7.x - 10.0.0. This mApp may or may not be compatible on Content versions older than 9.7.x, but as with all mApp Solutions, it should be tested on your customized system. Prerequisites: CSM E-mail must be configured for Approval functionality to work properly.

If you have 10.2.0 Content, you’ll need to apply the following workaround in order to publish the mApp application successfully:

• Incident Business Object - The IncidentService Index in the Business Object Properties is missing the Service RecID field from the Columns list. Once you reselect the Service RecID, scan and publish your blueprint.

Details

Category: IT Service Management

Price: Free

Publisher: Cherwell

Updated: 01/03/2021

Version: 1.1

Documentation: View Product Documentation