How do I attach a Knowledge article automatically to an incident via event management?

ashi2
Tera Contributor

‎07-10-2022 08:56 PM

Experts - How do I attach a Knowledge article automatically to an incident via event management without creating new subflow everytime for every alert rule.

Case scenario - we have many alert rules in place which create incidents getting assigned to different teams which take remediation/escalation steps. 

I am aware that in subflow i can get a field and then via drop down(once the KB is in the list) choose the respective KB. But that would mean that I will have to create customised subflows for each alert rule! We don't prefer to do that as it will be a debt which we would have to maintain.

Any guidance / suggestions would be helpful!

Thank you.

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Jake Gillespie
Mega Guru

‎07-10-2022 09:29 PM

Hi Ashi,

If you want to automate the linking of Incident to Knowledge Article, ServiceNow will need to know how to find the correct Knowledge Article (KBA). In your example, you've shown selecting a specific KBA from the list in the Flow actions. Is there a lookup table or some logic/query which can be used to find the correct KBA? If so, this logic could be applied to the Flow.

Regards, Jake

 

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