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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!
Solved! Go to Solution.
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12-03-2023 11:42 AM
Hi @Navaneeth1
OOTB, on incident form, SN provide contextual search, which takes Short Description and searches the articles.
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]
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- Mark as New
- Bookmark
- Subscribe
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- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
12-03-2023 11:42 AM
Hi @Navaneeth1
OOTB, on incident form, SN provide contextual search, which takes Short Description and searches the articles.
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]
****************************************************************************************************************