I am currently revamping my company's Knowledge Base and would like to emphasis the linking function between tickets and Knowledge Base articles. Right now we have to select the "Search Knowledge Base" button from the ticket form, click on the desired KB, and select the "This solution resolves my issue" button when the KB pops up. It would be nice if there was a way to automatically link tickets to KB solutions from a Quick Ticket Template (or from an Escalation, etc.) to reduce the number of steps. Anybody know if there is a way to automate this linking process?
I do not see a way of accomplishing what you have described unfortunately.