Resolve an incident by searching for related knowledge and attaching a knowledge article.

Before you begin

Role required: agent_workspace_user or admin

About this task

When you are ready to work on an incident, select an incident from a list or from your inbox. Read the details in the activity stream to get an understanding of the issue. Use Agent Assist to search for related knowledge, select and preview an article, and then attach it to the incident.

Figure 1. Resolve an incident using knowledge workflow
Workflow to resolve incident using knowledge

Procedure

  1. Open an incident from a list or from your inbox.
  2. Review the incident details in the activity stream.
  3. Use Agent Assist to search for related knowledge.
  4. Select and preview an article.
  5. Click Attach and then Attach Article to attach the article to the incident.

    The system attaches the knowledge article to the incident and adds the action to the activity stream.

    From the ITSM Service Portal, the customer can see the knowledge article attached to the incident and can click the link to open the article in a new tab. If the article solves the issue, the customer can click Close Incident in the Actions widget.