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?

Thanks!