Attach certain Knowledge Articles to work notes and others to Additional Comments

PabloJL18
Tera Contributor

‎05-24-2023 08:39 AM

Hello Community,

I need help on how to restrict knowledge articles attachment on incident records based on Knowledge base. For example:

  1. Knowledge articles from End User knowledge base (visible to all) are attached to additional comments.
  2. Knowledge articles from other knowledge bases are attached to Tasks' work notes

I've checked the knowledge articles properties and Search Action Configuration (Attach) under Table Configuration (Incident) for the setup but those only can achieve the post on any one of the journal field irrespective of the KB Base. 

I'll appreciate the help

 

0 Helpfuls
  • 3,023 Views
5 REPLIES 5

Community Alums
Not applicable

‎11-08-2024 04:09 AM - edited ‎11-08-2024 04:12 AM

Hi @PabloJL18 ,

I have similar requirement to change the behavior for attaching knowledge content with in work notes instead of additional comment. Just wondering if you find any work around for this requirement. 

 

I can see something similar highlighted for SOW in another thread https://www.servicenow.com/community/service-operations-workspace/attaching-a-knowledge-article-to-w...

 

Regards,

Ajeet

0 Helpfuls