Add Attach UI action agent assist Interaction table

[abirakundu23]

Hi All,

I have a requirement add "Attach" UI action agent assist in  Interaction table for Service Operation Workspace.

It will populate the "Linked Knowledge Article" reference field with the selected KB in Interaction table that is Searching .

How can we Build the above requirement ? Any suggestion will be appreciable.

[M Iftikhar]

Hi @abirakundu23 ,
 Here’s a suggested approach:

• Create a client UI Action on the Interaction table (visible in SOW).

• In the script, use:

  var kbSysId = g_aw.getAgentAssist().getSelectedRecordSysId();

  to fetch the selected Knowledge Article.

• Call a GlideAjax to a Script Include to update the Linked Knowledge Article field on the Interaction record.

• The Script Include should validate input, enforce ACLs, and perform the update().

📚For your convenience, here are useful references that cover similar UI Action customizations within Service Operations Workspace and Interaction table:

• Customize process UI actions bar

• UI Action: Create Incident from Interaction

• Replicate SOW Interaction → Request UI Action

• UI Action to link Request with Interaction

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

[abirakundu23]

Hi @M Iftikhar/ @Musab Rasheed  @Ankur Bawiskar 
I want to build similar functionality in Interaction table which is present in Incident table OOB.
could you please guide where to navigate and how to build ?
If open SOW, incident record agent assist if we search KB aritcle and attach option there, same try to build in Interaction.

Once click agent assist, below window will be visible "Attach" option there. Once click KB attached in notes and populate the number in field which refer KB_Knowledge table.

Please help.