Use an "Incident Template" as a link within a Knowledge Base Article ?

[simonfurnish]

Hi,

Is it possible to use an Incident Template (URL or Other) in a Knowledge Base Article and create an Incident direct from the Knowledge Base ?

[Chuck Tomasi]

You might find this useful (as much as I wish there was a sysparm_template feature!)

How to apply an Incident template to an Incident Record Producer?

[sndangibbard]

You can auto-populate fields on a new record via URL, for example:

/incident.do?sys_id=-1&sysparm_query=short_description=Hello%20World^priority=1^category=Software

as long as the sys_id is -1 then the sysparm_query value will be used to populate fields on a form

[Alikutty A]

Hi,

You can achieve this by using the sysparm_template. Add a UI Action that redirect users to the incident table, Use the code.

window.open("/incident.do?sysparm_template=your_incident_template_name");

Thanks

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

[Chuck Tomasi]

I KNEW IT! I know I saw sysparm_template used somewhere before. Why it's not documented... well that's a gripe for another time.

FYI - you'll need to URI encode your template name. For example "Reset Password" should be:

/incident.do?sys_id=-1&sysparm_template=Reset%20Password