Overview

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ServiceNow allows you to attach Knowledge articles to tickets to provide the customer with information needed right in their ticket or emailed directly to them.  This allows us to easily send along instructions / steps for user to do to complete a task or perform troubleshooting.  
 

Critical Concepts

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• You can only attach Knowledge articles to a ticket that has been submitted / created.  New tickets (not submitted yet) will not have the option to attach Knowledge.  Please save ticket before attaching Knowledge.
• Completely read and understand customer's issue or request and the history of the ticket.  We only want to attach articles in situations where user just needs more information or instructions on how to do something.
• Be sure to review the article before submitting it.  
  
  • If any of the content is out-of-date, please submit a correction to the Knowledge article.
  • If any of the information is internal, please remove this before sending to customer.
• DO NOT erase the [code] and [/code] tags.  This will cause the attached article to just display as HTML source code.
• If you erase any content, be sure to erase the opening and closing tags of the section (e.g. <p> through corresponding </p>)
• Attaching a Knowledge article will not erase content already in Additional Comments, it will simply append it to the end.
• Some articles may be internal - always review the content to make sure it is appropriate and relevant to the end user before attaching.
  
  

Steps to Take

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1. On existing ticket, click the Related Search button directly below Description.
   
   
2. This should display related Knowledge articles matching your Short Description or Description. Search related keywords in the Related Search box to find specific article/instructions.
3. When you find the article you are looking for, select Preview to review article and preview how it will look for the customer.
   
   
   
   
   
   
4. Review the contents of the article.  Make sure it is appropriate for customer and content is up-to-date.
5. Select Attach to add article contents.  This will post source code of article into the Additional Comments box.
   
   • Note: If you already entered information in Additional Comments, the article source code will just append to the end of whatever is within Additional Comments.
   • When you send the article to a customer, customer will see what you "previewed" NOT just HTML source code.  Please do NOT erase the [code] tags surrounding the HTML.
     
     
     
     
6. Click Post to attach your response and the Knowledge Article.