Find information in the related knowledge articles for an OT incident

Find information in the related knowledge articles that are attached to an Operational Technology (OT) incident record for any previous resolutions that may be applicable.

Before you begin

Role required: sn_ot_incident_read

Note:

You must have the sn_ot_incident_read role and read access to the knowledge base that contains the articles that match the context of this incident.

Procedure

1. Navigate to All > Industrial Workspace.
2. In the list view under the OT Incident module, open an available list.
3. Select the incident record that you want to view.
4. In the incident record, select the Agent assist button to open the Agent Assist window if it's not already opened.
5. To view the full knowledge article, select the More actions button .
6. Select Full View.
7. Optional: To attach the knowledge article to the open incident record, select Attach in the Agent Assist window.
8. Optional: To flag the knowledge article, select Flag in the Agent Assist window.
9. Optional: To mark the knowledge article as helpful, select the More actions button and choose Helpful.