This article will provide instructions on how to attach knowledge articles to an Incident record.

Attaching a Knowledge Article to an Incident from the Service Operations Workspace:

1. Create the Incident record, right click in the header, and select Save.
   
   
   
   
2. Click the Search Knowledge button at the right of the Short Description field. This will open a separate window where you can access the ServiceNow knowledge bases.
   
   
   
   
3. Click on the title of a knowledge article (KA) to preview it.
   
   
   
   
4. Click Attach to Incident to populate that KA to the Additional Comments field of the Incident record.
   
   

   Caution: Please be careful to only include information appropriate for the customer to view. As an agent, you may have access to HITS Internal or other knowledge articles which should not be shared to customers. Other knowledge bases will have unique icons and will state the knowledge base name below the knowledge article title.

   
   
   
   
   
5. The HTML for the knowledge article will appear in the Additional Comments section of the Incident record. Additional information can be added for the customer; E.g. Greeting, Explanation of troubleshooting performed, Next steps, etc.
   
   
   
   

   Note: If you are using templates with the Incident record, applying a template can erase the HTML of the knowledge article, or conversely, the attachment of the knowledge article can erase information that had been added to the Additional Comments field. A couple alternatives are available: Copy/paste the knowledge article HTML to the Work Notes section of the ticket, if you would like to see the article contents in Work Notes but do not want to send it to the customer. Then, apply a template which does not write information to the Work Notes field. Save (not Submit or Update or Resolve) the Incident record after applying the template and filling out the Incident record as usual. Then, attach the knowledge (keep the knowledge HMTL in Additional Comments, move it to Work Notes, or delete it) and click Save again to populate the knowledge record to the Related Records tab on the Incident form. This workflow can potentially send two different emails to the customer (one with the initial incident information, the second with the knowledge article information), but it can avoid loss of data/information caused by overwriting the journal fields.

   
   
   
6. Set the record State to On Hold or Resolved (as appropriate) and Update the record; the customer will see a print-out of that article in their email.
   
   
   
   
7. The knowledge article that was attached to the Incident record will now appear in the Related Records section of the Incident form.