Why can't you flag knowledge articles from the Incident view?

Chris Armstron1 · ‎08-10-2022

We are trying to encourage our IT support workers to flag articles as and when they see an issue with them, they primarily view articles through the related search in the Create New Incident form but when an article is opened in this area there is no option to flag it...

This means that the support worker has to copy the article reference number into the Knowledge Base, open the article again and then flag it from there. The only option they have in this view to leave feedback is the 'This Helped' button in the top right.

Why is there no option to flag the article from this view? We are trying to move towards KCS which relies on all support works to flag knowledge articles, having to reopen the article directly in the knowledge base adds extra hurdles that a lot of the support workers aren't will to jump through.

Many thanks,

Chris

Mark Manders · ‎08-10-2022

Using Agent Workspace is a great help here. But why is it being used like this? Why open a 'new incident' form and without filling the fields looking at knowledge articles there? It's very helpful to check articles on created incidents, otherwise open them from the knowledge base itself. This looks more like a 'we are used to do it like this' than a real issue.

But as already said: explore using the Agent Workspace, because it's a giant step forward for having everything together.

If my answer helped you in any way, please then mark it as helpful.

Mark

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

View solution in original post

Mark Manders · ‎08-10-2022

Using Agent Workspace is a great help here. But why is it being used like this? Why open a 'new incident' form and without filling the fields looking at knowledge articles there? It's very helpful to check articles on created incidents, otherwise open them from the knowledge base itself. This looks more like a 'we are used to do it like this' than a real issue.

But as already said: explore using the Agent Workspace, because it's a giant step forward for having everything together.

If my answer helped you in any way, please then mark it as helpful.

Mark

Please mark any helpful or correct solutions as such. That helps others find their solutions.
Mark

Chris Armstron1 · ‎08-10-2022

Hi Mark,

Thanks for your response, this is very helpful - Right now our support workers are primarily working/creating tickets from the 'create new' incident form view and so that was why they used the related search in this form to view knowledge articles. ServiceNow wasn't really used in the best way from the start by our company. I hadn't really looked into Agent Workspace before now... And having looked it after seeing your comment - I wish I had heard of it sooner.

I can see that from the workspace its a much more intuitive call logging experience and full integrates UFFA into the workflow - which is perfect for our needs.

I'll be looking into this a lot more and trying to sell AW as how we should be logging tickets in the future. This will hugely increase the chances of success with our KCS implementation!

Thanks,
Chris