Bulk attach incidents to knowledge article

Michele27 · ‎06-26-2023

Is anyone aware of a solution which will enable someone to regularly bulk attach a series of incident tickets to a knowledge article.

Dr Atul G- LNG · ‎06-26-2023

Hi @Michele27

Greetings!!

Hope you are doing well. May i know what is business case for this? If my understanding is correct, you want to attached same KB to multiple Incidents?

Please mark this response as correct or helpful or solution accepted if it assisted you with your question.

Regards
Atul G.
Learn N Grow With Atul G

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Michele27 · ‎06-29-2023

We are using the Incident Management module to manage our Alerts. We are using the Knowledge Management module to track the size/scope of our known errors, by linking incidents to the relevant KE article. In the event of a regular batch failure, 100's of tickets are raised. We are looking for a way to bulk attach those tickets, to the article rather than individually linking them.

naeem1 · ‎06-29-2023

We have a similar use case and are interested as well.

Michele27 · ‎07-10-2023

Tell me more about the "Knowledge Management System" tool. Is it a ServiceNow plugin or something external you use?