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how to Tag/Select KB artical to the issue

Kishor Mudhili February 23, 2024

Hello Friends,

 

in every ticket (Inc/SRs) we get the related knowledge articles searched and displayed in the list but out of that list we don’t get option to select the respective knowledge article with the help of which Ticket is resolved. So how we can select perticualer KB to the issue.

 

 

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Dan Breyen
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February 23, 2024

Hi @Kishor Mudhili it is my understanding to add that KB to your ticket, you can click the 'Share as comment' icon next to the article in the Knowledge Base section.  This will add the article as part of the comment, but also mark the ticket as resolved with an article. 

Screenshot 2024-02-23 073741.png

That's what I've been doing anyway, and my 'Requests resolved' report is including that information to show the resolved with an article attached.

Kishor Mudhili February 23, 2024

@Dan Breye: for reporting - which field name should i select  for KB?

Kishor Mudhili February 23, 2024

@Dan Breyen Shall I get some thing from you ?

Dan Breyen
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
February 23, 2024

In your JSM Project, from the left menu under 'Knowledge' is a 'Reports' option.  if you choose that, you can select the 'Requests resolved' report.  That will show you Resolved tickets that were or were not resolved with a KB article.  You can also export that to a CSV if needed.

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