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 Sima,

If I'm not wrong it's an UI Macro named "kb_view_attach_button".

Please Hit Like/Helpful/Correct based on the response, so that it may help others to quickly find a solution for related issue.

Thanks,

Vinitha.K

[vinitha3]

Sima,

To throw more light on this,

csx_knowledge script include is locked for us to edit. And as per the conversation with Hi support team , this is the expected behavior from ServiceNow. You will be able to control the field on the task to which we want the Knowledge content to get added using the glide.knowman.attach.fields property. But as i mentioned in the post , if we leave the property empty or if the field is not present on the form layout, content will get added to the Description field.

In order to solve this, we created a new field ,added the field to the layout and hide the field using UI policy. This will add the content to the new field and avoid the knowledge contents from getting added to other field. Though this is not the best solution we can have, it solved our use case.

Thanks,

Vinitha.K

[skkkk · Accepted solution]

Thanks Vinitha ,

Temporary   I done the create new field and through UI policy dine it . Still notification is coming . Have to fix .

Once again thanks for you help .

[skkkk]

One more issue .. on KB . Not able to copy/paste   in to KB article from word.

[vinitha3]

Please hit helpful or mark correct answer.

Thanks,

Vinitha.K