Our global service desks and operation centers rely heavily on knowledge articles (KA) and use knowledge-centered support activities, each call must be linked to a KA prior to escalation and closure. To help with the consistency of our reporting we request that when a KA is linked to a Call that the Service, CI, and Type are updated automatically to match same as stated in the KA. The analyst should have the ability to overwrite as necessary. The KA are managed by the escalation partners so they can classify as appropriate, and the service desk and operation center analysts will not have to think about how to classify therefore providing more accurate and consistent reporting.