Adding a KB article with a template

[wizi]

Hey guys,

I've been playing around with templates for repetitive incidents and I ran into an issue when applying templates.

Attaching a KB article is more or less a necessity for each resolved ticket, but templates don't seem to allow me to do this.

I've been using the "KB Articles used" field and while the template applies successfully and displays:

• Set KB Articles Used to 345edc6adb8e62c40...

The article doesn't appear under attached knowledge and overall doesn't show in the incident.

Is there a different field that I should be using to basically replicate the "Attach to Incident" straight from a KB article?

Thank you in advance for your help,

[hasin]

I don't think so because the actual "use" count happens when a user clicks on attach to incident from kb_search_table=incident pop up. I'm faced with a similar challenge to automate or pre-fill as many INC fields as possible to reduce ticket creation times for repeat work. I'm looking for ways to relate INC fields to a Knowledge Article so when an article is attached, it will do a lot more than just copy the article contents into the work notes. I'm not even sure if this can be done but imagine if you could have these fields in the knowledge form:

• Product or Service Type
• Short Description
• Service Type
• Category
• Subcategory
• Incident Type
• Cause Code
• Resolution Category
• Resolution Subcategory
• Resolution Method
• Resolution Notes

and when an article is attached, it would populate those fields into the INC ticket. I'm also interested in knowing if this can be done.

[thomashansson]

I ´m looking for this solution to. There is a solution in this thread. How to Apply Fields from Knowledge Article onto Incident?  

However having to save the incident before attach becomes visible is an obstacle to attain this, (mandatory fields in INC form).

In Acorios KCS framework they show a one-click-solution for repeat work.

[trout1974]

Use Incident Templates, they can be setup to autofill most of the information into Incident tickets. 

[trout1974]

Hello Hasin, 

Knowledge Articles do not populate the information like that into an Incident ticket.. you should use the Incident Templates. The templates can be setup to automatically fill in all of that information you listed out. Along with Work Notes. 

[ritap1965]

Has anyone found a solution to this?   Does it work in Istanbul?