ServiceNow Incident: Insert an Article Link into an Incident
Inserting a knowledge base article link into an incident record allows for reporting on knowledge use. It also allows for the service desk agent to copy the link to the customer for reference.
Inserting an Article Link into Incident Work Notes
Fill out and Save the Incident.
Click the Search Knowledge icon to the right of the Short Description.
A knowledge search window pops out.
By default, the search results are based on the Incident Short Description. Refine your search by changing the search term(s) and clicking Search.
Click the Title of an article to open it.
When you have used an article to resolve the Incident, click Insert Article Link. The pop-up window closes, the Linked KB Article field contains the knowledge base article number, and a link to the article is added to the work notes.
Click Save. A mouse-over is now available for the Linked KB Article field.