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01-04-2019 06:31 AM
Hi,
In Incident Module, Service Desk Users are mistakenly sometimes attaching the wrong knowledge articles to incident.
OOB is there anyway to remove the attached knowledge article.
Anyone please help me with this issue.
Thank you.
Solved! Go to Solution.

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01-04-2019 07:10 AM
Add the related list Attached Knowledge to the incident form, then agents can select the record, delete it and Update the incident to remove the link between Incident and the knowledge article.
I've just tried the solution above (provided by Sanjiv Meher) in my own instance, it works fine, i think it's an easy and acceptable solution to apply!
If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.
Thank you
Cheers
Alberto

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01-04-2019 06:38 AM
Hi,
There is nothing OOTB, however please refer to the this thread, it will give you an idea on how to do it:
Remove Knowledge Attached to Incident
If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.
Thank you
Cheers
Alberto

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01-04-2019 07:10 AM
Add the related list Attached Knowledge to the incident form, then agents can select the record, delete it and Update the incident to remove the link between Incident and the knowledge article.
I've just tried the solution above (provided by Sanjiv Meher) in my own instance, it works fine, i think it's an easy and acceptable solution to apply!
If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.
Thank you
Cheers
Alberto

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01-07-2019 05:16 AM
Any update on this?
If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.
Thank you
Cheers
Alberto
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06-08-2023 08:39 AM
Hi Alberto. Is there a way from Service Operations Workspace to unlink an article?