Hide “Create Incident” button on kb_view.do for ITIL users only (Classic Knowledge)

mukkamulasagar
Giga Contributor

Tuesday

Hello All,

 

In our instance, users can create Incidents directly from Knowledge Articles using the “Create Incident” option on the classic view: kb_view.do?sys_kb_id=xxxxx.

 

We want to hide this option only for users with the ITIL role, because incidents must be logged via Service Catalog to ensure workflows and integrations are triggered correctly.

 

Questions:

  1. Where exactly is the Create Incident button generated in kb_view.do (UI Action, Formatter, or other)?
  2. What is the best way to hide it only for ITIL users? (Condition, script, or configuration)
  3. Is there any OOTB property or Knowledge setting that controls this?

Regards,

Sagar M.

 

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Matthew_13
Mega Sage

Tuesday

Hi Buddy!

 Great question; In the classic kb_view.do page, the Create Incident option is coming from an OOTB UI Action on the Knowledge table (or its extension). Its not a formatter or a portal widget — its a standard UI Action that renders on the KB article view.

The easiest way to confirm this is to open a KB article in classic view, right click the page header or the button itself, and use Show UI Action. That will take you straight to the record.

To hide it only for ITIL users, the cleanest approach is to update the UI Action condition.

For example:

!gs.hasRole('itil')

This will hide the button for users with the ITIL role while keeping it visible for others (admins can be handled separately if needed).

There isnt an OOTB system property or Knowledge setting that globally disables “Create Incident from KB.” Visibility is controlled by the UI Action itself, so adjusting the condition is the standard approach.

One thing to keep in mind: hiding the button is a UI level control. If this is a strict process requirement, you may also want to enforce it on the Incident side (for example, via a Business Rule) to ensure incidents are only created through the Service Catalog or record producers.

Hope that helps my friend!

 

@mukkamulasagar - Please mark Accepted Solution and Thumbs Up if you found Helpful!

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