How to add a button to link to the knowledge base from Incident when a field is filled in?

[aansell]

Hi,

We're at Fuji Patch 10.

I have   a requirement to add a button to an incident form that links to a specific Knowledge Base (KB) support document when a 'service affected' field is filled in. We want the button to appear when the field is filled in and point to the KB support document. The name of the document is held in a field called u_link_to_sdp that is associated with the business record for that service.

I have searched the community and it looks like the requirement needs a new UI macro? I have looked at 'task_show_ci_map' but my current jelly / xml skills are basic so am not sure how to modify this code or if this is the correct ui macro to use as a template for the new function.  

Is this the correct approach or might there be another way to achieve this?

Thanks,

Arthur

[Michael Fry1]

Out of the box, the short description should have a button that will pop open the knowledge base (knowledge_search=true). If you have Contextual Search enabled, the button isn't visible. Could you move that to another field?   Not sure I'd want to search the KB on another field, but check out those 2 options.

[aansell · Accepted solution]

Thanks for the advice, I will check up on that in the wiki. The button does the same thing in terms of going to the the KB we just need to find a way to link to a specific article. I will read up on it.    

[aansell]

Hi Michael,

Unfortunately I am not making any headway with this due to my lack of Service-Now experience. Do you know how I find the code behind that button that opens the knowledge base? Is it a UI Macro - I have searched but not located it.   If you can point me in the right direction I will have a look at the code and try and understand it.

Thanks,

Arthur

[Michael Fry1]

I believe it's built into the system and not editable. I did add 'knowledge_search=true' to the attribute of Description, and it gave me an icon to kb popup.