Cherwell Knowledge-Centered Support
Turn collective experience into knowledge articles with CKCS.
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.
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.
Category: IT Service Management
Documentation: View Product Documentation