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We recommend reviewing what is submitted before posting, in case your idea has already been submitted by another community member. If it has been submitted, vote for that existing feature request (by clicking the up arrow) to increase its opportunity of being added to Cireson solutions.
For more information around feature requests in the Cireson Community click here.
Portal Quick Create/New Incidents Should auto Search Knowledge Base
Adam_Dzyacky
Product Owner 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
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
26
Comments
Hopefully this feature request gets more votes and gets on the board sooner rather than later.
Hi @Kenneth_Andersen
I'm about to write up a post from another Community member who has this code in production.
It's great and should fit most of what you are after... Stay Tuned.....
@Brett_Moffett Iam looking for this :)
@Brett_Moffett Yes please :)
OK, here we go.....
I have created a new Git repository for this and published v1.0 of the code.
A HUGE shout out to @Adrian_Paech and @Jeff_Lang
These guys wrote the original code and I'm just the one posting it to the community.
https://github.com/BrettMoff/ToastsShowRelatedKBs
please take a look and see what you think.