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How to get a recommended article to show when a new service request in a specific category?

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Summary:

Inside a service request, when the category is selected as "Accommodation" we are linking an knowledge article called "Job Aid" & we have saved the service request.

Now when we create a new service request with the category as "Accommodation", we are expecting the recommended article to show "Job Aid" whereas it is not showing up. 

Content (required): Is there anything we need to enable to get this functionality?


Version (include the version you are using, if applicable):


Code Snippet (add any code snippets that support your topic, if applicable):

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