Provide knowledge in incident email notification
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- UpdatedAug 1, 2024
- 1 minute read
- Xanadu
- Now Platform Administration
Contextual search results are included in email notifications that are sent to users who create a new incident.
Before you begin
Role required: admin
About this task
The email notification provides links to knowledge articles that may help users resolve their issues faster. For example, if a user raises an incident when the service desk staff isn't available, the email notification provides knowledge links that may help the user.
By default, contextual search results are based on the short description in the incident. Within the automated email response, contextual search adds links to relevant knowledge articles.
Procedure
What to do next
You can configure notification options, such as changing the number of links provided with notifications. You can also configure contextual search functionality to match the email notifications of your organization or you can use contextual search with notifications for other records.
Related Content
- Edit an email notification for the search results
Include search results in an email notification sent to users.