It would be very helpful if the contents of a solution article could be added to a ticket as a note via the Workflow Automator. Similar to the way that you can manually do this on a ticket via the Solution Article button when adding a reply or note.
For example, a workflow that when a specific service item is requested, the related solution article is added as a private note so that the agent has the relevant details available in the ticket.
We did this using a custom object that aligns the solution URL(s) with the service item. Then built a workflow that had the service item placeholder in a reader, used the reader placeholder in the “add note” function to insert the URL of the solution into the notes of the ticket.
It does mean that there is a link to click, but if you wanted the contents of the article, you could take it a step further by using the solution ID (instead of whole URL in the custom object) along with the web request module and the API documentation to pull the description/contents of that solution article and insert it as a note to your ticket.
Hope this helps.
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