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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.


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.


Category: IT Service Management

Price: Free

Publisher: Cherwell

Updated: 01/03/2021

Version: 1.1

Documentation: View Product Documentation