A knowledge base article about Process to attach a KB article to an incident in the ITSM system provided by the UC Berkeley IT Service Hub - Knowledge Portal
This article provides step by step information and tips for attaching KB articles to incidents.
Step 1: Open the incident.
Step 2: Below the short description expand the 'related search results'. Note: In Madrid there is a separate field and you don't need to change the short description.
Step 3: If you find a KB article, click 'attach'
If you don't find a KB article, but you know a KB article exists, modify the ‘short description’ until that KB article appears in the ‘related search results’.
Tips:
If you find an article after changing the short description, this means that you found the right ‘key word’ to type in. Share that knowledge with your co-workers.
If you find an article after changing the short description, this means that the customer uses language that’s not in our KB article or in the meta-tag. Determine whether it would be appropriate to add the customer’s language to the KB article’s meta-tag or content.
If you still don't find a KB article, create a new KB article.