Adding knowledge base article to the incident when creating a new article from the closure information.

mfergel · ‎10-07-2016

On the form layout for our incident, we have a closure information section/view. Within that we have the ability to check a box to create a knowledge article from the text contained within the close notes box.

What I would like to do is under that check box, be able to add the KB article number that gets created. I believe I should be able to do a reference on the task table in order to add the knowledge base table/field that I need. So, if I understand the process correctly, I would go to the task table, edit, add a new column and set the type as reference, give it the column names I want, and set my reference speculation to the table I want? If so, I'm wondering what table that would be. Would it be just the knowledgebase or the knowledge/task table (or maybe even another)?

jshafton21 · ‎10-07-2016

Hi Mark,

You'd want use the kb_knowledge table, that's the table that contains the individual articles.

Shane J · ‎10-07-2016

What's your goal here? When a KB article is created via Incident, there is a Source field on the KB article that gets valued with the Incident number. You can then use a Related List to to show it on the Incident.

jacob_benker · ‎10-07-2016

Mark,

Unless you have modified that code you can use the functionality in ServiceNow.

The Business Rule that creates the Knowledge article puts the Incident number in the 'Source' field on the Knowledge table.

Because of that there is already a link between the article and the incident.

You could just add the [Knowledge->Source] related list to the Incident form.

You could allow additional knowledge articles to be created from there so 1 Incident could spawn several knowledge articles.

mfergel · ‎10-10-2016

OK, so I thought it was knowledge-> source. Is there a way of formatting this layout though and changing it from an embedded list? I'd rather have it as a field that I can fill in. Not seeing where I would have the ability to change that with the form layout.