Knowledge Article "Create Incident" Button

nowdev · ‎12-02-2016

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!

fosborne · ‎12-02-2016

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.

View solution in original post

haseena ayesha · ‎12-02-2016

Hi Osbore

left nav ->Navigation add on->kb_navons->

you change the create incident name and URL

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

Thanks&Regards

Haseena.

PS: Hit like, Helpful or Correct depending on the impact of the response

nowdev · ‎12-02-2016

It works, many thanks Fred!

fosborne · ‎12-02-2016

Thanks for the confirmation.

I learned an alternative way to accomplish this as well from the others

Always like when the community provides more knowledge for all of us

nowdev · ‎12-02-2016

Yea, I'm likewise grateful for the community

Eric K3 · ‎01-31-2017

Do you know if current user info can be passed via the sysparm variables, like current user company or current user department/location?