How to Attach a Knowledge Article to an Incident
As an Service Technician
Step 1 – Open an Incident
Step 2 – In the short description type in what seem to be the issues (the following is just one example):
Step 3 – Save the Incident
Step 4 - Then click on the small blue book at the end of that row after the light bulb to access the Knowledge Base.
Step 5 – You should now see a new window with possible matching articles
Step 6 – If doesn’t provide correct type in a different search query but ensure you have selected CSS-IT Topic and All for the Category and click on the small magnifying glass icon in the bar to search for Knowledge Articles again
Step 7 – Once you’ve found the Knowledge Article that is relevant then click on the link (for example in the following you’d click on How to Contact CSS IT for Support)
Step 8 – If you want to use the Knowledge Article and attach it to your Incident ticket then click on the upper right corner where it states Attach to Incident
Step 9 – Scroll down the Incident ticket to ensure that the Knowledge Article and then you can Update your ticket.