Introduction
If there is not an article in the knowledge base that provides a solution to the current ticket a new article request can be made.
Instructions
- Click the knowledge icon on the right side gutter.
- Click Create or request article menu (plus sign).
- In the pop-out display select Request article.
- In request fill out the Subject and description.
- Check the box if the ticket needs to be linked to the request.
- Click the Request article button when finished.
Summary
Use the Create or request article menu (plus sign) of a support ticket to request a new article that would solve the current ticket.
Next steps
Check and make sure the request article ticket is created and assign it to a new owner if needed.
Additional information
Additional information
Provide as much information as possible including link to other content. The ticket that the request came from is referenced in the new service ticket if the link checkbox was checked.