Question

How do I attach a Knowledge Base article to an Incident in ServiceNow?

Overview

When a customer has a question that is answered by a Knowledge Base article, the article can be attached to their incident. 

There are several reasons to do this:

1. It provides clear answers to customer's questions.
2. It brings people into the Knowledge Base. They may not be familiar with it, and this may prompt them to consult it in the future.
3. It helps us identify the most useful articles. These can be promoted.

Answer

ServiceNow has an extensive library of knowledge articles that provide knowledge on UC Davis related services.

To attach a knowledge article to an Incident:

1. In an Incident, click the Search Results tab.
2. The Search field is populated with the Short description of the incident. Click Related Search Results.

3. Articles are displayed from all Knowledge Bases that you have access to see.

• The Knowledge base is listed under the title of the article.  IT - Public is available to all users, other Knowledge Bases secured at the department level. Be sure not to attach links to articles that your user will not be able to access. Also, do not attach articles from an internal Knowledge Base if it contains information that a customer should not have.

• The following options are available: 

Preview - displays the article for your review.

Attach link - enters code for a link into the Additional comments field of the incident.

Attach article - enters code for the entire article into the Additional comments field.