Associate a knowledge base article with an alert

As an Event Management operator, you can associate a knowledge base (KB) article with the alert to capture additional information about the alert. This might include a procedure that someone has to follow to resolve the underlying issue on your network, or a best practice to prevent the issue from reoccurring.

Before you begin

Note:

The Operator Workspace interface is available only to customers who have upgraded from a release prior to the Utah release. New customers as of the Utah release can use the Service Operations Workspace for ITOM, which offers an enhanced UI for managing alerts.

Phase 1		Analyze and acknowledge an alert
Phase 2		Triage alerts
Phase 3		Close an alert

This task assumes that your organization uses the Knowledge Base application in your ServiceNow instance.

Role required: evt_mgmt_operator

Procedure

1. From the Service Operations Workspace dashboard, open the alert that you acknowledged in Phase 1: Analyze and acknowledge an alert.
2. On the Alert form, click the lookup icon () next to the Knowledge article field.
3. Filter the list of existing KB articles by first selecting a field, such as Short Description, and then entering related text into the search text field.
   You can use the contains (*) operator to search for articles that contain keywords. For example, entering *oracle in the short description filters the KB articles that contain the word oracle somewhere in the short description.

   

4. If you cannot find any related KB articles, you can click New, create a new one, and then click Submit.

   The KB article number appears in the Knowledge article field on the Alert form.

5. Click Update on the Alert form to save the information.

What to do next

There are also other tasks you can take as part of the triage stage:

• Run a remediation workflow on an alert if your Event Management administrator already set up a workflow in your ServiceNow instance and your policies allow you to trigger it from the alert.
• Launch a web application from an alert to open a website or an event monitoring tool that provides more information about the alert.
• Put an alert into maintenance to temporarily hide it from the Service Operations Workspace dashboard if the alert does not require action at this time.

If you do not need to perform any other triage actions, proceed to Phase 3: Close an alert.