The Article search result could be used when you add or edit a ticket and ticket detail page is opened. The article content could be added to the new ticket Description, and to existing ticket Comment and article could be associate with the ticket.
Search for keyword is performed in fields: Title and Keywords.
New ticket
When ticket form is loaded (add new ticket) and search automation is enabled, a list containing search result from Knowledge base is displayed below the search box as soon as you type in the Subject field. Following figure shows an example of search result articles:
Article search result – new ticket
Each item in the list contains article title and article type. Clicking an item title opens Article detail page, see Article Form.
When you mouse over an item in the list, Add content (1) button appears. Clicking this button inserts article content to Description of the new ticket.
Clicking Load more... button more articles matching the search will be loaded to the list.
Existing ticket
When ticket form is loaded (editing an existing ticket) and search automation is enabled, a list containing search result from Knowledge base is displayed below the search box as soon as you type in search box. This options are allowed both in Restricted Mode (Simple mode) and Edit Mode (Advanced mode). Following figure shows an example of search result Articles:
Article search result – existing ticket
Each item in the list contains article title and article type. Clicking an item title opens Article detail page, see Article Form.
When you mouse over an item in the list, two options are appears: Associate, Mark as solution and Add URL link.
Clicking Associate button (NSP function Associate an Article) associate article and ticket. You can see all associated articles in ticket advance mode tab KB Article., see KB Article.
Clicking Mark as solution button inserts article content to Comment of the ticket and mark comment as solution of the ticket.
Add URL link creates a link to the article in ticket Comment.
Clicking Load more... button more articles matching the search will be loaded to the list.