ASearch Knowledge Records KRs and View More Relevant KRs Related to Incidents
Problem Statement
Earlier, the Analysts could view only the linked Knowledge Records to the Incidents. However, they could not search for Incidents on the KNOWLEDGE BASE pop-up page (Incident > User > Manage Incidents > Incident List > Select the Incident ID from the list > Click KNOWLEDGE BASE from the ACTIONS pane > Linked Knowledge Record Details).
What is Happening Now?
The KNOWLEDGE BASE pop-up page is now modified and the following new sections are added:
LOOKING FOR AN ANSWER: The Symptom of the Incident is automatically picked up and search for the Knowledge Records.
KNOWLEDGE RECORDS: IMPORTANT, MOST VIEWED, and HIGHEST RATED: Under this section, the Analysts can view the KRs categorized under IMPORTANT, MOST VIEWED, and HIGHEST RATED and use the KRs for resolving the Incident.
This helps in easy search of more relevant KRs and using them for resolving the Incidents.
Figure: KNOWLEDGE BASE pop-up page