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Portal Quick Create/New Incidents Should auto Search Knowledge Base

Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
It would be great if there was some mechanism that caught an analyst's/end user's attention for a related Knowledge Base article when creating an Incident from the portal.

While the HTML KB is useful, it still feels disconnected from the entire Incident experience. If this could somehow be brought into to the Incident process it would make it more of a obvious place to visit/leverage rather than verbally suggested to check out first (which is to say wishful thinking in some cases depending on one's environment). The same logic could apply for end users who submit certain types of request offerings (i.e. dynamic request offerings seem like an obvious place to insert this logic) and stop them in their submission process and make them check out possibly related Knowledge Articles before going through with submission.

It hopefully goes without saying there is a fine line here between genuinely useful and preventing Cireson from inventing Clippy for Service Manager :)
12 votes

Submitted · Last Updated

Comments

  • PIERRE-LOUIS_DURRISPIERRE-LOUIS_DURRIS Customer Adept IT Monkey ✭✭
    Yes, that would be a great improvement of the KB solution.
  • Leigh_KildayLeigh_Kilday Member Advanced IT Monkey ✭✭✭
    @Brett_Moffett, way back in the day you showed us that this was possible. Is it possible to get the script or was it client IP?
  • Brett_MoffettBrett_Moffett Cireson PACE Super IT Monkey ✭✭✭✭✭
    I have seen a customer do exactly this, but it is their custom code.
    Hopefully this feature request gets more votes and gets on the board sooner rather than later. :)
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