Add an button to the Incident form to send Knowledge article to end-user

[MaxB43973023201]

Hello,

We're moving to ServiceNow in a bit and I'm trying out some configurations that we're looking to do to see how we best would set it up.

When in the Incident form and you're searching for Knowledge in the Related Search field we will press "Attach". When pressing attach we've made it attach to the incident but no longer embed the article to the additional comments field in the incident.

Now we would like to add a new button to do the Incident form which would say "Send Knowledge". When pressing that button it should find what Knowledge articles are attached to the incident and then embed the article link as HTML into the additional comments field.

What I've done thus far is I've gone to UI Action > Added new button. 

For the script I'm unable to locate the correct table for where the attached knowledge is stored:

function sendKnowledge() {
var knowledgeArticle = g_form.getValue('WHAT FIELD HERE PLS HELP'); 
var additionalComments = g_form.getValue('comments'); 

var updatedComments = additionalComments + '\n\nKnowledge Article URL: ' + knowledgeArticle;
g_form.setValue('comments', updatedComments);
}

[Dr Atul G- LNG]

Hi @MaxB43973023201 

You can use OOTB way,

Go to contextual search on Inc, find the required KB and attach to inc. 

[MaxB43973023201]

Hello,

We can not use this as we need two buttons. 

One button to attach Knowledge without sending articles to the end-user

One button to attach Knowledge and sending articles to the end-user

Thanks anyways!

[Dr Atul G- LNG]

Okay.... but I am not sure, what is business case for this. 

[MaxB43973023201]

We have alot of Internal knowledge that only the Service Desk/IT should access. The reason we attach is because of KCS. We want to use Knowledge for all incidents, if available.

This is to be able to get statistics and do reports.

So for those articles that are internal and only relevant for Service Desk we want one button to attach Knowledge without sending articles to the end-user.

And for articles we wanna attach but also send to the end-user we want one button to attach Knowledge and sending articles to the end-user.