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Is there a way to link a knowledge base article to a ticket?

  • 25 July 2022
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Is there a way to link a knowledge base article to a ticket?  Right now we are relying on techs to add a knowledge base article number to the resolution so we can tell if an issue was fixed using one of the articles already created. This would allow other techs to see if a specific article was used to fix an issue by looking at old tickets.

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Best answer by Sela Weinrob 29 July 2022, 23:01

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Hi,

you can link articles using the “Links to other items” field.

You can select the type of knowledgebase and when you click on “Add” you will have the option to choose the relevant articles.

After that’s done, you can click on the specific article that you want to quickly open it.

Linking article to ticket

It will also add the articles to the field “Solution model” which will show the articles with direct links to them

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