KB Articles should open in a NEW window when searching from the standard incident form
When searching for related KB articles in the standard “Report Incident” form, if you use the “Select” link to view one of the KB articles and then click on the cross at the top right of the form (rather than “Continue” at the bottom) the entire workflow closes. The details in the ticket are discarded and the user would have to enter this information again if the KB article did not resolve their issue.
Rather than open a workflow web form, each “Select” link should open a separate browser tab or window. This would let the user keep the information they have entered and give them a separate page to follow any instructions that may be included in the KB article.