"Search knowledge" button does not appear in closed incidents for some users

[Uhn]

Hi all,

I saw that the "Search knowledge" button appears next to the "Short description" field. But maybe the button only appears for users who have write permission in closed incidents. For example, when I tried to open a closed incident by impersonating a user who has required permission to edit some fields in that closed incident,  this user can see the "Search knowledge" button, but when I impersonate another user that does not have the write permission, the button disappears. 

I tried this in my new PDI and there is no customization has been done in this PDI.

So I'm wondering if this behavior is OOB? I don't see any documents regarding it. And it would be great if you can suggest to me a way to make the button visible even when users don't have write permission.

Can anyone help me? Thank you in advance.

[SatyakiBose]

Hello @Uhn 

Firstly, the Search Knowledge functionality you are talking about is a legacy way to link an incident to a KB.

ServiceNow has introduced the concept of Contextual Search which attaches the incident to KB.

The Search Knowledge button comes up from the UI Macro - kb_header_search.

Now in most of the new instances, this will not be present, as it has been deprecated by ServiceNow.

But if you want to have a look in this macro, check the file attached.

You can go through this KB article - Knowledge search button on short description field not working - Support and Troubleshooting - Now S...

You need to play around with this macro so that it's visible even on closed incidents, even for users without write permissions.

But again, you need to check the compatibility with the new instance features.

If my answer has helped, mark it as solution

[Hnyunh Uhn]

Hi SatyakiBose,

Thank you very much for taking the time to answer my question!

Actually, I am researching the relationship between write permission and UI macro, as I want to find a way to make the button visible to users who don't have write permission, to apply in our customer's instance. Our customer does not want the "Search knowledge" button to be restricted by ACL like that. Do you know any other way to achieve that? Could you kindly suggest me?

Thanks a lot.