Search for a knowledge base article in a request

If there are no related articles in a request, you can search for an article from within the issue view of a request.

To search for an article:

1. From your service project, go to Queues.

2. Select the required issue.

3. Click Search knowledge base in Related knowledge base articles.

4. Enter the article name. If no articles match the entered text, alternative articles are suggested.

5. Select the required result from the knowledge base. The article opens and you can view the content. Alternatively, if it is a short article you can view the content in the dialogue box.