When you create an incident form in TeamDynamix, you are required to link the Knowledge Base article to the form as part of the resolution process. If no article exists to resolve the incident in question, you should Create a New Article from the Incident.
Linking a Knowledge Base Article to an Incident
- Enter the article's Subject (i.e., its title) into the Knowledge Base Article field and select it from the search suggest drop-down list. If you don't know the article's Subject by heart, follow these steps.
- Select the magnifying glass search icon on the Knowledge Base Article field of the Incident Form. This will open the Lookup Knowledge Base Article window, which lists all Knowledge Base articles regardless of their publication status.
- Note: This includes those that are Not Submitted, Submitted, Approved, Rejected, or Archived.
- Note: This includes those that are Not Submitted, Submitted, Approved, Rejected, or Archived.
- Enter specific Search terms to find the article (e.g., technologies referenced in the article, etc.).
- Note (optional): Click View in the Lookup Knowledge Base Article window's Link column to open articles in a new tab and ensure you have found the correct one.
- Click the article's Subject to attach it to the incident once you have found the correct one. This will close the Lookup Knowledge Base Article window and enter it into the Knowledge Base Article field.
