KB Article in Work Notes and Additional Comments

Alison11
Mega Expert

‎09-08-2020 02:36 AM

Hello,

 

We need to either copy the whole KB Article body to the work notes and additional comments of the Incident or make it into a link so that the end user can easily go to the KB. This should be applied to both ITIL and portal views.

 

Currently, only a plain text is being attached to the additional comments:

find_real_file.png

 

I've tried below resources but the suggested script includes are protected for our instance:

 

Our Incident and portal is on a scoped app. Is there any way to achieve this?

 

Thank you in advance!
-Alison

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Sajilal
Mega Sage

‎09-08-2020 02:40 AM

Hi Alison,

Instead of such effort, why not use the OOB Knowledge related list on the Incident form? Is there any reason you want to add the KB articles in work notes or comments?

Thanks,

Saji

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Alison11
Mega Expert
In response to Sajilal

‎09-08-2020 02:51 AM

Hello Saji,

 

Our end users only have access to the portal and our portal widgets are also custom via scoped app.

I think I can try this for the ITIL view for our agents but I'm not sure if doing so will also reflect on the custom widgets/portal we have.

 

Thank you!

-Alison

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Sajilal
Mega Sage
In response to Alison11

‎09-08-2020 05:06 AM

Hi Alison,

I understand i was also considering the Portal only, since the Related list can be shown in the bottom page in portal ticket view for end users. But anything else would be customization and i cant say which could be a better clean approach.

Hope this helps to resolve your query.

Thanks,

Saji

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