How to populate article content into a new incident by using the Create Incident button available from knowledge articles

[Eric24]

I found an older post from the below link and I was able to modify the URL to fill the Short description field and the Work notes field, but I was not able to make it work for the description or the Resolution notes. I used the dictionary field names for the fields, but it does not work. We have several knowledge bases and articles are created from all of them, but I tried a few variations, but none would work. Is there any other way this could be done please?

https://community.servicenow.com/community?id=community_question&sys_id=27cf43a5dbdcdbc01dcaf3231f96...

This is what I changed the URL to:

incident.do?sys_id=-1&sysparm_query=active=true^short_description=$[HTML:knowledgeRecord.short_description]^description=$[HTML:knowledgeRecord.kb_issue]^close_notes=$[HTML:knowledgeRecord.kb_resolution]^work_notes=(Created after Knowledge search: $[HTML:knowledgeRecord.short_description])&sysparm_stack=knowledge_home_launcher.do

[Sai Kumar B]

If they are not available I don't believe you can use them in URL unless you create custom fields 

[Eric24]

However it should work for the description field right?

I tried the below and it still does not work:

incident.do?sys_id=-1&sysparm_query=active=true^short_description=$[HTML:knowledgeRecord.short_description]^description=$[HTML:knowledgeRecord.description]^work_notes=(Created after Knowledge search: $[HTML:knowledgeRecord.short_description])&sysparm_stack=knowledge_home_launcher.do

[Sai Kumar B]

Yes, It should work make sure the description field is non-empty

[Muhammad Khan]

Hi Eric,

Following query of yours' is working fine;

incident.do?sys_id=-1&sysparm_query=active=true^short_description=$[HTML:knowledgeRecord.short_description]^description=$[HTML:knowledgeRecord.description]^work_notes=(Created after Knowledge search: $[HTML:knowledgeRecord.short_description])&sysparm_stack=knowledge_home_launcher.do

Make sure that you have some text in description field of knowledge article.

Hopefully this will work then.

[Eric24]

Yes, I used existing articles, created new ones and they are not blank articles. I tested various scenarios and I finally got something to work. It seems it only works when the default KCS template is used. When I create articles using user created templates, it doesn't work even though I grabbed the dictionary names for the respective fields.