is article is visible by ITS only and should not be shared without the express consent of the article owner.

Answer

All ITS Staff with permissions to manage tickets can attach a KB article when updating a ticket.

The steps outlined below allow knowledge base articles to be attached to tickets as links when the status is updated to "In Process", "Awaiting Customer", or "Resolved".
 

1. Open the ticket that you are working on.


2. Update the ticket status to "In Process" or "Resolved."
    

   *Please note: At this time, you are only able to attach a knowledge article to a ticket when using the status of "In Process", "Awaiting Customer" or "Resolved." Using any other status will not attach the knowledge article to the ticket as a link for the client to view. You can still reference a knowledge article in the content added in the comments section, so that the client can search for the article in the client portal.



3. Update the comments to advise the client to review the knowledge article and any other actions the client should take after reviewing the knowledge article.
    
4. Verify that you are sending an email notification to the Requestor.
    
5. Under Knowledge Base Article, click on the "Existing Article" radio button.
    
6. In the "KB Article" field, search for the knowledge article that should be attached.
    
7. Select the knowledge base article, and then click "Save."
   
   Example of the fields that should be updated to attach a knowledge base article as a link:
   
   
   Example of the email notification the client/requestor receives:
   
   

   If you need further assistance, please submit a service request.