I would like to have particular KB articles suggested in the ticket "Related knowledge base articles" section depending on the Insight object referenced.
For example - if the Insight Object "Exchange" is selected in the ticket details I would like all KB articles (How To's) available for viewing as a link within that ticket.
Hope this makes sense?
Looking at how the Knowledge Base is configured, it doesn't seem possible to be able to use custom fields in general to filter the articles related. You do have the option to set labels based on the Request type, but that seems to be the only option.
For more information take a look at https://confluence.atlassian.com/servicedeskcloud/serving-customers-with-a-knowledge-base-732528995.html
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