Let's assume that I have an Incident, and the Incident has a value for Service [business_service]. The name of the Service does not appear in the Incident Short description [short_description]. That would be redundant, since the information is in the Service field [business_service].)
Let's also assume that the Service was previously related to a Knowledge Article via the Knowledge Related to Products table [m2m_kb_ci]. There are lots of KB articles with similar names (enough to confuse a search engine) and lots of CIs with similar names, but there is only one KB article that has been explicitly related to this Service via the m2m_kb_ci table. The person who wrote the KBA established this relationship because they knew that they were writing the article which contained the information about how to diagnose and/or resolve the most common issues with this particular Service.
If I open this Incident in Service Operations Workspace, and I click in the right panel on Recommended Actions (bell) or Agent Assist (graduation hat) or somewhere in the right panel, then it should show this article!
How can I configure Service Operations Workspace to make this happen? As best I can tell, SOW completely ignores the information in m2m_kb_ci. I need SOW to give top priority to the information in m2m_kb_ci.
