This article contains the following topics:
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Follow these steps:
- Navigate to WORKSPACES,WORKSPACES> SERVICE DESK,DESK> Ticket Center, and open the desired ticket for editing.
- Click the light bulb icon near the Description field.
Note: The Search is not restricted based on KB article category. You can view solutions that are related to CIs, affected services, and organization on a ticket. You can also search for outage articles and FAQs.
Use Solution from Recently Resolved Tickets
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A KB Analyst, KB Admin, or users from support groups can submit a ticket solution as a knowledge article. The administrator grants permissions to submit a ticket solution as a knowledge article. You can submit a ticket solution once the ticket is updated with the Cause and Resolution details.
Follow these steps:
- Click Actions, Actions> Add to Knowledgebase on the updated ticket.
Enter the Article Title, Symptom, Cause, Resolution, and other necessary information.
Note: The Set as Sticky Article option makes the article display at the top of the list of KB articles.Click Save.
By default, the Add to Knowledgebase action is available only for the Incident and Problem tickets. The application administrator can make the Add to Knowledgebase action available to other ticket types too.