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

To attach a knowledge article to an Incident:

1. In an Incident, click the Related Search Results button.

Use the drop-down on the right side to select where to search. (Knowledge and Catalog, just Knowledge, just the Catalog, etc.)

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

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.

• The Knowledge base is listed under the title of the article.  Public is available to all users, other Knowledge Bases are secured by department or group. Do not attach links to articles that your user will not be able to view.