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Is there any way for a Knowledge Base article to pop-up or appear when a user is submitting a ticket? For example, if they're submitting a ticket about their password, is there any way for a knowledge base article to appear regarding passwords?

Thank you
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  • Anybody help with sharing their custom rule to auto send the knowledge base article when a ticket is submitted with a certain problem?
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You could write a custom ticket rule to "send" them a KB article by way of adding a link as a comment to the ticket. The rule could be triggered by a category (or anything for that matter).

There is no way to "pop up" anything dynamically while a user is creating a ticket, if that is what you are asking.
Answered 07/12/2011 by: airwolf
Tenth Degree Black Belt

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