Knowledge Base Article attribute on the Update Incident page

We would like to know what options we have to edit the Knowledge Base Article attribute on the Update page. Is there an option to remove it? We really don’t want it to generate new articles if we can avoid that, but we want to prompt people to think about if it SHOULD be a KB and if so, direct them to a form which would then generate a ticket. Any idea if there would be a good way to do that?

Tags knowledgebase KB
Asked by Danee Gunka Schwartz on Mon 1/7/19 2:13 PM
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Answer (1)

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Mark Sayers Mon 1/7/19 4:16 PM

Hello Danee,

Unfortunately, for the attributes that are baked-in to the ticket Update window (like the KB article field) you cannot configure anything about how it appears or make it *not* appear on that window.

You might think about creating a custom attribute that can be updateable and add it to your ticket forms so users can be prompted to think about whether a new article is needed and it can have the URL of the service they should go to for submitting that KB article request.

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