The Linked Documents panel lists the solutions and other documents that have been associated with the ticket.

If you want to insert a document into a ticket, you must first link the document to the ticket. Linked documents can then be inserted into e-mail that you compose as part of a ticket. You can only Insert Full Text for solutions that are published externally.

To use the Insert Link button, ensure that the SiteURL and EmailLandingPageURL options in Service Administration > Self Service > Global Settings have been set. You can insert the following kinds of documents: