When knowledge article attached KB content coping to case worknotes . How can we stop that . We don't need the content .

[skkkk]

When knowledge article attached KB content coping to case worknotes . How can we stop that . We don't need the content .

[vinitha3]

Hi Hima,

Please take a look at this Specify the field a KB article is copied to

Update this as per your requirements.

PS: Hit Helpful or correct answer as per your response.

Thanks,

Vinitha.K

[skkkk]

Even I   removed work_notes ,still it's coping . How can we stop ?

[vinitha3]

Please follow these steps,

You'll only need to change a single record to make this modification. Navigate to 'System Definition -> Script Includes' in your left nav and open the 'KnowledgeAjax' script include. Look for the following chunk of code (which is responsible for returning the full KB article text to the incident form) and comment it out…

var s = "Knowledge article " + article.number + ":\n";

if (gs.getProperty("glide.ui.security.allow_codetag", "true") != "true")

s += article.short_description;

else {

var displayValue = new KnowledgeHelp(article).findDisplayValue();

s += "[code]" + displayValue + "[/code]";

}

Then, directly above or below that code, paste the following code and update the record…

//Return a link to the knowledge article instead of the full article text

var s = "Knowledge article " + article.number + ": " + article.short_description + "\n";

if (gs.getProperty("glide.ui.security.allow_codetag", "true") != "true")

s += gs.getProperty('glide.servlet.uri') + "kb_view.do?sysparm_article=" + article.number;

else {

s = "Knowledge article ";

s += '[code]<a title="tProperty('glide.servlet.uri') + 'nav_to.do?uri=kb_view.do?sysparm_article=' + article.number + '" href="' + gs.getProperty('glide.servlet.uri') + 'nav_to.do?uri=kb_view.do?sysparm_article=' + article.number + '" style="color:blue">' + article.number + '</a>[/code]' + ": " + article.short_description + "\n";

}

Thank you,

Vinitha.K

[skkkk]

Even when I changed the above code and tested .. no luck .

script include   changed to ACTIVE = false and tested . Still content is coping .   I am not sure how this is coping