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]

This is the only code where you can change and nowhere. I can't get where are you going wrong.

Can you please share the screen shot of that read-only script include?

Thanks,

Vinitha.K

[E_19]

Hi Vinitha, in our instance cxs_knowledge is also write protected and we cannot change it.

I also need the ability to post a KB link to a record HR case but the client wants to continue using the OOB search function next to Subject. In the window that opens and any KB article that is opened has the Attach to HR Case button which I understand is a UI macro. 

Do you know of a way where in addition to posting the KB article I can also add a link to the work notes for the article?

Many Thanks,

Ellie

[vinitha3]

1. Navigate to Knowledge > Properties.
2. In the Other Knowledge Properties section, locate the property that begins with When attaching an article to an incident, problem, or catalog task, copy the article content into the following field.
3. Specify a field into which to copy knowledge article content.

   This entry must be the Element name for the field, which is found by right-clicking the field name and selecting Configure Label.

   By default, this property is set to comment, meaning that content is copied into the Additional comments field. If you change the value to work_notes, the article content is copied into the Work notes field.

   Refer here:

   https://docs.servicenow.com/bundle/kingston-it-service-management/page/product/incident-management/task/t_CopyAttachContentKBField.html

[E_19]

Hi Vinitha, Thank you very much for your time. I have actually done the above and I am saving the KB to the work notes but I also need to add a link to the KB arcticle in the work notes.

Is there anyway I can utilise your code in a business rule:

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]' + article.number + ']]>[/code]' + ": " + article.short_description + "\n";

}

I have tried it but BR doesn't like the code tag.

I have a BR that fetches the KB article number that is posted to the work notes I am now trying to figure out a link to the KB to post.

Many Thanks,

Eli

response.article.content = s;

response.fields = gs.getProperty("glide.knowman.attach.fields", "").split(",");

}

}

[vinitha3]

Hi,

You can just code it like this,

var url="https://...........?uri=kb_knowledge.do?sys_id="+kb.sys_id;

current.<field_Name>="<a href="+url+"></a>";

Thanks,

Vinitha.K