Can the text of a Solution Article be automatically added to a ticket note?

  • 19 January 2023
  • 2 replies

I’ve so far been using links to my solution articles as notes in my tickets via Workflow Automator, however, the CIO wants the static text of the article added to the ticket every time (since the article text could be changed at a later date and would thus not reflect what the agent was instructed to do at the time the ticket was worked). I know that the agent can manually insert the text of a solution article into a note/reply, but I was hoping it was possible to use Workflow Automator to perform this step instead.


Any thoughts?



2 replies

sure wish this was an option, would be really helpful

You can make an API call in the workflow to pull the solution article information and place the description value into a public note. This will keep all of the formatting, pictures and styling of the article.