Attach a Knowledge Article to a Ticket

Overview

Knowledge articles can be attached to an Enterprise Service Management (ESM) ticket at any time to facilitate access to supporting information.

Important
Only a single (1) knowledge article can be attached to a ticket. If more than one article is relevant to the ticket, it is strongly recommend the most applicable one be attached. Other articles can be referenced by adding the links to a comments in the ticket's feed.
Warning
Customer's will only see articles attached to tickets if the following conditions are met:
  • The article is published
  • The article is public, or if the article is restricted the individual is a member of a group with permissions to view the article.

In this article:

What materials do I need?

  • Internet Connectivity
  • Web Browser
  • Access to TDWorkManagement, and applicable ticketing application

How do I use this technology?

Tip
It is simpler to have the Service Portal open, find the correct article, and then type the knowledge article's title into the field.

Associate Article While Creating Ticket

Use Search Article Search Bar

  1. In the New Ticket window click into the Search the KB... field.
  2. Enter the search terms, or title of associated with the desired article. Press return.
  3. Review the search results.
  4. If the desired article is found, click the Associate button.
  5. Complete the rest of the New Ticket form.

Use Knowledge Base Article Field

  1. Scroll down to the Knowledge Article field.
  2. Enter the search terms, or title of associated with the desired article. Press return.
  3. Review the quick look results, if the desired article is found, click the article's name.
    Important
    Remember the quick look results will only display five (5) articles. If the desired article is not displayed, click the Lookup Knowledge Base Article button and use the dialog window which opens to refine your article search.
  4. Complete the rest of the New Ticket form.

Associate Article to Existing Ticket

Link to an Existing Article

  1. For an existing ticket click Update or Edit.
  2. Scroll down to the Knowledge Base Article field.
  3. Click Existing Article.
  4. Click the Knowledge Article field.
  5. Enter the search terms, or title of associated with the desired article. Press return.
  6. Review the quick look results, if the desired article is found, click the article's name.
    Important
    Remember the quick look results will only display five (5) articles. If the desired article is not displayed, click the Lookup Knowledge Base Article button and use the dialog window which opens to refine your article search.
  7. Click Save.

Create New Article

Important

A knowledge article created from a ticket's Create new article option will have the article's title/subject set to the the Title of the ticket.

The content of the article's body will vary depending upon if an article template is used or not.

  • If not used: the article body will contain the contents of the ticket's Description field as well as the text added to the Comments field of the Update regardless of if the comment is marked as private or not.
  • If used: the knowledge article body will only contain the contents of the template selected.
  1. For an existing ticket click Update.
  2. In the Comments field, enter an appropriate entry.
    Warning
    If an article template is not selected/used, the content of this field will be included in the newly created article's body.
  3. Scroll down to the Knowledge Base Article field.
  4. Click Create new article.
    Enterprise Service Management Update Ticket Create new Knowledge Base Article highlighted
  5. In the KB Article Category field, select the appropriate primary category the article should be associated with.
    Enterprise Service Management Update Ticket Create KB article category field highlighted
  6. Optional, in the KB Article Template field select the desired template from the Articles section.
    Enterprise Service Management Update Ticket Create KB article template field highlighted
  7. At the top of the side panel, click Save.

The article can, and should, be refined after creation through the normal Update an Existing Knowledge Article process.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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