Event Management - How to attach knowledge article automatically to alerts??

[geet]

Hi All,

Is there a way to automatically attach a knowledge article to an alert?

Example: As soon as an alert is created related to "High CPU utilization" a knowledge article gets attached to that alert related to fixing the High CPU Utilization problem, so that the agent who is looking at the alert and the associated article should have his time saved on finding the resolution.

The legacy option of "Action" inside Alert rules is no more there. I followed this another community post:

https://community.servicenow.com/community?id=community_question&sys_id=c42c6b21db7f1f80feb1a851ca9619e7

As per the current Alert Management rules, it talks about the flow designers, but I am not sure how it is practically going to work now.

Please help & Suggest!

Regards,

Geet

[User511834 · Accepted solution]

You create the Alert Management Rule as per the example below. Notice that you will have to add the "Knowledge article" field to the form as it does not show up by default:

Configure the Alert Filter and in Actions you supply the OOB sub flow "Attach Knowledge Article (legacy)" as below:

When a new alert comes in that matches the alert management rule you configured, the alert will automatically attach the corresponding knowledge article you configured in the alert management rule:

Please kindly mark the answer as correct if this is what you were looking for 🙂

[geet]

Thank You. It looks helpful. Thanks for sharing details with screenshots. I will check it asap and will mark this answer correct.