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.
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
Method 1: Use Search Article Search Bar
- In the New Ticket window click into the Search the KB... field.
- Enter the search terms, or title of associated with the desired article. Press return.
- Review the search results.
- If the desired article is found, click the Associate button.
- Complete the rest of the New Ticket form.
Method 2: Use Knowledge Base Article Field
- Scroll down to the Knowledge Article field.
- Enter the search terms, or title of associated with the desired article. Press return.
- 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.
- Complete the rest of the New Ticket form.
Associate Article to Existing Ticket
- For an existing ticket click Update or Edit.
- Scroll down to the Knowledge Base Article field.
- Click Existing Article.
- Click the Knowledge Article field.
- Enter the search terms, or title of associated with the desired article. Press return.
- 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.
- Click Save.
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.