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Search Knowledge from Incident workspace using Asset product

edited May 8, 2019 2:47PM in Agent Desktop


Right now our workflow for incident creation is to create an asset then create an incident, can we get the Knowledge function in the Ribbon to search using the Asset product?


As the summary says, the Asset product linked to the Incident would be populated through our workflow but not the Incident product, is there a way to get the Knowledge function in the Incident workspace ribbon to search using the Asset product, or alternatively, can we get the workflow to automatically set the Incident product to be the same as the Asset product.

I know that the Asset object uses the products from the Sales Catalog and the Incident object uses products from Products/Categories/Dispositions. Each product from the former can be associated with the latter in the Sales Catalog Configuration. Can we somehow use this link to automatically set the Incident product in the workspace based on the associated Asset product that the Incident was created from? If there's no OOTB solution, I can consider any API's or scripts.


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