Add Attach UI action agent assist Interaction table

abirakundu23
Mega Sage

13 hours ago

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.


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M Iftikhar
Kilo Sage

13 hours ago - last edited 13 hours ago

Hi @abirakundu23 ,
 Hereā€™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().

 

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

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

 

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