Hello,
How do you guys do to know if an Knowledge article has been used to resolve an incident/ticket within SN? I handle Knowledge for an IT Service Desk and we have alot of Knowledge that should only be seen by our Service Desk and not end-users. If we use the "Attach" button in the incident it would send it to the end-user whilst it may not be available to them or anything relevant for them.
In one of our test environments, I have experimented with modifying the setup so that the article URL is no longer embedded into the additional comments field for the end-user. However, we still aim to utilize this "Attach" button to be able to send articles to end-users, when it's available and suitable but this would not be possible if we do this change.
I think what I am looking for would be something like this:
Clicking attach asks you if you want to attach it and send it to the end-user OR ask if you want to only attach it without sending Knowledge to end-user.
Generally just curious to know how people do. We're trying to work with KCS so every incdient should have an Knowledge article attached and if not, then one should be created or a knowledge gap should be reported.
