Can i attach a knowledge article to a ticket and send the resolution? Or just send someone to an article without them logging in?
Hi, Deb. You can certainly attach a knowledge article to an Incident (or other ticket type); from the Knowledge bar on the right side of the Cherwell client (click the View menu and choose Knowledge if it's not there), search for and select a Knowledge Article, then click the "Use Solution" button at the bottom of the dialog box:
In the Admin tool, under Settings/Knowledge Mapping, you can define what Incident field the KA resolution is copied to (normally Close Description), and/or add it to the Incident as an attachment:
Then you could, for example, include the Incident.CloseDescription field in the email sent to the customer when their issue is Resolved or Closed.
As for sending someone a link to an article, that can be a bit more complex, depending on your specific environment and needs. If the customer has access to the Self-Service Portal and is using Windows or SAML authentication, you can send them a link that goes directly to the article in question, assuming that the Portal Customer security group has permission to view Knowledge Articles. If not, the question becomes a bit more complex and would require further discussion.
Hope this helps!
we have ldap and require our users to put domain, user name and password to get into the portal (wish we could change that). SO, how does this work if we send them an article? Do they then have to log into the portal? If so, that is not fantastic.
I'm trying to figure out what you mean when you say "send them an article." A Knowledge Article as a construct is a record in the CSM system, so if you are wanting them to see the actual record, then yes, they will need to log in to the Portal.
With that said, the Portal URL you use can log them in automatically, if they've already authenticated to LDAP; it would look like http://<ServerName>/CherwellPortal/winlogin/<SiteName>. You can even create a URL that goes directly to the article in question, something like http://<ServerName>/CherwellPortal/winlogin/<SiteName>/Command/Queries.GotoRecord?BusObId=<BusObjName>&RecId=<BusObj.RecID>. There are examples of many links like this in the "Go to Record..." sections of this page: https://cherwellsupport.com/WebHelp/csm/en/9.2/content/system_administration/administrative_resources/linking_directly_to_csm_objects.html - just add the "/winlogin" section to the URL right after /CherwellPortal to have the system automatically pass their LDAP credentials.
If you just want to send them the content of the article, you can do that with a Send Email one-step that plugs the desired fields from the Knowledge Article record into the body of the email.