Automated Action: Attach Knowledge Item and Close Incident

Hi Derek,

Assuming you just want to mention the KI in the action field and send that to the caller while closing the incident, I think it could look something like the action sequence I attached.

If that is indeed enough, all that's left is the following:

• Fill in the variables on the left side
  • ‘knowledgeItem’ should contain the link to the SSP knowledge item, so the user can click it and access it, for example:
    https://yourenvironment.topdesk.net/tas/public/ssp/content/detail/knowledgeitem?unid=1fcdf19d-1948-4f9d-82b5-cc754893da1d
  • ‘status’ should contain the corresponding status you use to close incidents, for example:
    Closed
• Add a connection in the http step, so the action sequence has an API user with the correct rights to execute the step.
  This step updates the action field and also closes the incident.
  • The API user should have rights to the API, to update the incident (first and/or second line) and to close the incident.

Hope this helps!

This is great. Thank you, Joost!

I initially was thinking of using the Knowledge Base API via Action Sequence/Automated Action to get the content of the Knowledge Item and post that to the action (comment). I wonder if the images would come through though.🤔 We haven’t accessed the knowledge base via API/Action, yet. I didn’t think to only provide the link to the KI. This is a great solution.

That's great to hear!

Maybe it's also a nice addition that this way you redirect callers to the SSP, where they view the knowledge item. Since you can keep track of knowledge item view count, this way you can also get some more insight in the amount of times it's been viewed or interacted with.