Create an automation flow to share articles with customers

You can create an automation flow that shares knowledge base articles based on keywords in the summary of a work item. When a work item is created from a request, a link to an article will be added as a comment for the customer to see.

To create the flow:

1. From your service space, select Space settings, then Automation.

2. Select Add flow, then Create a custom flow.

3. Create a flow with the following properties:

   • When work item created.

   • If work item matches summary ~ <keyword>. Use Else if to add more keywords and related articles to the same flow.

   • THEN: コメントの追加。テキスト ボックスにコメントを追加し、[Link name|article URL] 形式で記事をリンクします。[コメント タイプ] が [公開] に設定されていることを確認します。