Why It Matters
Linking knowledge base articles to tickets helps agents reuse approved solutions, share helpful instructions with requesters, and build a clearer record of how issues were resolved.
AssetSonar ITSM can also suggest relevant KB articles based on ticket context so agents can quickly find useful content.
How to Set It Up
To link an article from the knowledge base, go to Tools → Knowledge Base and open the article you want to link.
Open the Associated Elements tab. From the first dropdown menu, select Tickets. From the second dropdown, search for and select the relevant ticket ID.
Click Add to associate the ticket with the article.
To view the link from the ticket side, go to Assistance → Tickets and open the linked ticket. Click the Knowledgebase tab to view the attached article directly from the ticket workspace.
If AssetSonar finds relevant articles for a ticket, they appear in the KB Article Suggestions section on the ticket’s Knowledgebase tab.
Review each suggestion before using it. If a suggested article is relevant, open the action menu and choose Link to Ticket.
If the article needs changes before it can be reused, choose Edit Article from the action menu. Update the article, save your changes, and then link it to the ticket if appropriate.
Note: Only link articles that are relevant to the ticket. If the article is outdated or incomplete, edit it before linking.
Next Steps
Go to Assistance → Tickets, open a test ticket, review the KB Article Suggestions section, link a relevant article, and confirm that the linked article appears in the ticket’s Knowledgebase tab.
