TDX Knowledge: Associate a Knowledge Article with a Ticket

When you create a ticket, you will need to associate the Knowledge Base article you used to resolve the ticket. 

Associating a Knowledge Base article with an Incident

  1. From the ticket form, find the Knowledge Base article you used to help the customer.
    • Use the Lookup Knowledge Base Article button Lookup Knowledge Base Article button in the Knowledge Base Article field. A new window opens with a list of articles. 
    • Enter Search terms. A new window opens with a list of all articles regardless of Status: Not Submitted, Submitted, Approved, Rejected, or Archived.
      The Knowledge Base Article Lookup window with a Search button and box, as well as sortable columns displaying Category, Subject, Summary, Author, Modified (date), Status, Favorite, and Link. 
  2. Click View in the Link column to open an article in a separate window. 
  3. Click an article's Subject to attach it to the incident. The Knowledge Base Article Lookup window will close and the Knowledge Base Article field displays the article subject.