Removing a Knowledge Article from an Incident

BobbieG
Tera Contributor

‎02-22-2023 06:43 AM

My team is currently using Agent Workspace in ITSM. We have configured Agent Assist to search our KCS Knowledge Base and users are able to attach the article to the incident from within agent assist. We noticed that there were several knowledge articles being "removed" from many incidents and found that agents were accidentally pressing the "attach" button twice, which was removing the article from the work notes. The Agent was not informed that the article was removed, nor did the "Attach" button give any indication that it was detached.

Has anyone experienced this? If so, how did you approach it?

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Tilly Penn
Tera Contributor

‎02-23-2023 03:03 AM

Hello @BobbieG   can you offer some advice?  We haven't moved into Agent Workspace yet, but how do you organise the Knowledge Bases so that the Agent can provide the right advice to the end user?  So for instance I have Articles which are applicable to "All United Kingdom Users" and this is applied as user criteria in "can read".  The agents however are stationed in India, so if they are resolving an issue for a UK user, they won't be able to see the UK articles.  What am I missing? 

 

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