Incident & KB article on Addition Comments

[Naveen87]

Hi Developers,

Currently when a KB article is attached on Incident Record. It's captured under Addition comments & a entry also added on m2m_kb_task table.

Most End user do not have access to view these articles. 

So we are planning to implement,

If user have access (can read criteria) to view the article then link should be captured under Addition comment.

If user does not have access (can read criteria) then link should be captured under Work notes.

Can this be achieved?

If yes, Please help me with scripts & steps.

Thank you.

[Aman Kumar S]

As soon as the KB is attached, it will be captured either in Work notes or additional comments.

How do you want to alter this behavior on the basis of logged in user?

[Naveen87]

There is can read criteria of SD KB.

Most end user does not satisfy that & KB link attached on Addition comments can't be accessed by them.

So if we check the logged in user roles == can read criteria role(Ex:- role==knowledge).

Then paste the link in additional comments else on work notes.

Will implement below if script/logic can't be built.

However, I just figured out, Initially when attach is clicked. A url is copied on Addition comments which can be cut & pasted on Work notes by SD agents.

I will check the above solution with the owner. Where they just need to educate agents & all KB can be under work notes.