Thanks for the reply. I suppose I was just hoping if anybody had done this and would like to share their ideas. Do we attach the documentation to the ci? or is there a way we can do hyper-links in the ci to the documentation? Thanks
See? My first thought was you were referring to creating CI records to manage documents (software manuals, hardware operating guides, internal business process guidelines, paperwork templates) as Configuration Items.
If the electronic version of the document is managed on a share, I guess you can add a 'Document URL' text field and use Service Desk's feature to open URLs in text fields or a button field to launch via a smart action.