Linking orders to a knowledge base item
You can link several orders that are already added to a knowledge base item. This has the advantage that you can then see which incidents are related to a single knowledgebase item.
If the problem described in the knowledgebase item is solved, you can then assess which related incidents can be closed accordingly.
Procedure
1. Go to Knowledge base > Knowledge base item.
2. In the elements list, select the knowledge base item to which you want to link orders.
3. On the action menu, click Link orders.
The Link orders dialog box appears.
4. In the Available lists, select the orders you want to link to the selected knowledge base item. Use the SHIFT key on your key board to select multiple orders.
5. Click the right arrow to move the selected orders to the In Use list.
6. Click OK to close the dialog box.
The orders listed in In use are now linked to the selected knowledge base item.