Is there a way to suggest knowledge base articles on the incident tickets for first responders?

Go to solution
Navaneeth1
Tera Guru

‎11-21-2023 02:51 AM - edited ‎11-21-2023 02:55 AM

When the first person responds to an incident ticket. Is there a way for the system to suggest Knowledge Base articles that have already solved this issue and allow the First responder to attach those KBs to this ticket as a resolution?

I would like to do this without the help of Predictive Intelligence. Does anyone know a way around this? 

Thank you in advance!

 

0 Helpfuls
  • 1,168 Views
1 ACCEPTED SOLUTION

Go to solution
Dr Atul G- LNG
Tera Patron
Tera Patron

‎12-03-2023 11:42 AM

Hi @Navaneeth1 

 

OOTB, on incident form,  SN provide contextual search, which takes Short Description and searches the articles.

 

LearnNGrowAtul_0-1701632562749.png

 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

View solution in original post

0 Helpfuls
1 REPLY 1

Go to solution
Dr Atul G- LNG
Tera Patron
Tera Patron

‎12-03-2023 11:42 AM

Hi @Navaneeth1 

 

OOTB, on incident form,  SN provide contextual search, which takes Short Description and searches the articles.

 

LearnNGrowAtul_0-1701632562749.png

 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls