It appears that upgrading our instances has turned on the Create Incident button on the Knowledge articles and I have temporarily turned this off on our Live instance because it was using the incident form used by our itil users instead of the customised version we use on the portal for our end users.

On our Dev instance, I have tried to update the glide.knowman.create_incident_link property to use the correct form and populate the short description with the name of the Knowledge article but I can't get it to work.   The link that was stored in the property when when I first looked at it was:

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

I assumed that "$[HTML:knowledgeRecord.short_description])" would retrieve the Knowledge article title stored in the article's short_description field. The original url was calling the itil incident form but not inserting the Knowledge article short description onto the form and I assumed this was because there isn't a 'comments' field on the itil incident form.   So I updated the url to use the customised form and use the 'short_description' field on the form (that is the correct name of the field) to insert the article's short description:

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

This correctly calls the customised form but does not insert the Knowledge article short description.   What am I missing please? Have I misunderstood what the parameters relate to?

Regards,

Anne.