Adding Knowledge Base Article to a Ticket


Overview


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


Steps to Take


  1. On existing ticket, click the Knowledge Results button directly below Description.Screenshot: Knowledge results button
  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.

    Screenshot: related knowledge results

    screenshot: article preview

  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.

      screenshot: additional comments example

  6. Click Post to attach your response and the Knowledge Article.

    Screenshot: article post in additional comments

If you still have questions or need additional assistance, please submit a ticket or call the ITS Service Desk at (858) 246-4357.