"Attach" Action in Service Operations Workspace

[Taylor Wirth]

Hello! I am trying to update the "Attach" action when searching for Knowledge in the Agent Assist. Currently when you click "Attach" a modal is presented and you can add Comments. These comments and the article are added the Additional Comments field within the Incident and therefore shared with the Submitter. We do not want this to happen. Any ideas? I have already looked into the Search Action Configuration that prompts that action but there doesn't seem much you can do...

[Philippe Luickx]

We have the same issue, looking for a solution. Already updated 38 attach records on cxs_ui_action_config_list to use custom field, nothing helped

[Philippe Luickx]

So..

Found a few things. You need to change the 2 Attach records in this one:

https://foobar.service-now.com/cxs_table_config.do?sys_id=b41ff94577300110b3771aceca5a992e&sysparm_r...

If you do not see the use_custom_field_for_attach field, then go to the UI policies of this record and there's one that hides this field, just deactivate it for now.

Then when you mark this and set attach_note_field to empty (no comments) or work_notes (private comments), then save it.

Now for me I did a logout and login but more importantly also started from a fresh incident record and that seemed to work.

[ivaroen]

Not sure it helps, but if you have updated the cxs_ui_action_config attach action for agent assist on the search context table configuration to go towards work_notes and not comments, you shoul check the sys_ux_screen configuration for your screen name and screen collection 'Agent Assist'. We had the wrong sys_id in one of the  cxsTableConfigs in the macrocomponent config and that is why it did not work.