Knowledge Article "Create Incident" Button

[nowdev]

Hello,

In the knowledge article, by default, there's a "Create Incident" button on the header.   Is it possible to pass the article's title to the newly created incident's Short Description filed when clicking on the button?   Thanks very much!

[darius_koohmare]

Hi,

That's what is referred to as a 'Navigation add on'. Head to the kb_navons table and you'll find an entry for create incident that you can edit.

[nowdev]

Hi Darius,

Thanks very much for your reply. I just checked the kb_navons table but didn't see the entry. Would you provide more details on where the entry is? Appreciate it!

[darius_koohmare]

There are two other properties this can be defined:

glide.knowman.create_incident_link

and

glide.knowman.create_incident_link.display

[fosborne · Accepted solution]

Hi nowdev,

Do you have something under the KnowledgeBase properties that defines the URL for new incident from KB.

URL used for the "Create Incident" link after rating a Knowledge article not helpful:

Here is an example I tested that sets the short description and also put some comments in the new incident record on click of the "Create Incident" Button

incident.do?sys_id=-1&sysparm_query=active=true^short_description=$[HTML:knowledgeRecord.short_description]^comments=(Created after Knowledge search: $[HTML:knowledgeRecord.short_description])&sysparm_stack=knowledge_home_launcher.do

-Fred

Please mark Correct if it solved your issue and/or hit Like and Helpful if you find my response worthy.