Recently we have received a request from a customer that wanted to use our free product, SCUtils File Attachment, to let end users open file attachments related to the knowledge articles. Sometimes it is suitable to attach files like Word templates, scripts, large documents rather than place all these things into an internal content of a knowledge article. The customer planned to put direct links to the file attachments inside knowledge articles but did not want to query a SCSM SQL database each time to find InstanceID to create a link like this:
The reality proves that the comprehensive and up-to-date knowledge base is an essential and laborious tool. We can accumulate tons of the resolved incidents with detailed (sometimes not so detailed) resolutions but our knowledge base may stay a desert. Some of the ITIL implementers think that an ability to edit the knowledge article in the web browser can change the status quo but the experienced practitioners know for sure that only a complete and present-day “how-to-do” database can encourage the end users to search in the KBs before creating a ticket.