Relating KB Articles to Service Desk tickets

You may want to link a Knowledge Base article to a Service Desk ticket when viewing the article in the read-only mode; for example, to relate a found article to the ticket from which you started the search.

To relate a KB Article to a Service Desk ticket:

  1. Open the KB Article for viewing by double-clicking it in the grid.

  2. Choose the Service Desk ticket to relate the article to using one of the following methods:

      • If you want to relate the article to a ticket that is currently open, on the Module menu, click Relate to Ticket and choose the ticket from the list.

      • Otherwise, click Relate to Ticket > Select Ticket from list from list on the Module menu, then select the ticket in the Select Object window using the methods described in Using the Advanced Search tool.

  1. Click Close.