Issue with Attached Knowledge Articles to HR Case records

[VictoriaSte]

Hi all,

When attaching a Knowledge Article to an HR Case record, the article does not get associated, and there are no entries being created in the "Knowledge Applied to Tasks" (m2m_kb_task) table. 

Does anyone have any ideas on how to resolve this?

Thank you in advance.

Best regards,
Victoria

[Ankur Bawiskar]

@VictoriaSte 

Is it creating a Knowledge record with the Source Task as HR case?

If yes then this OOB BR "Create m2m_kb_task record" should create a record into the m2m table

Seems the source field is getting set as empty which is causing this BR not to trigger

If my response helped please mark it correct and close the thread so that it benefits future readers.

[VictoriaSte]

Hi @Ankur Bawiskar , 
I cannot understand your question. Where should I check if "Is it creating a Knowledge record with the Source Task as HR case?"? 
Thank you again and best regards,

Victoria 

[Ankur Bawiskar]

@VictoriaSte 

Also your HR table is extending HR Case table right?

please check in kb_knowledge table is record got created when you click Attach button

If yes then check the Source Task field in the list layout and see if HR case gets populated or not

If my response helped please mark it correct and close the thread so that it benefits future readers.

[VictoriaSte]

@Ankur Bawiskar , no record is created in kb_knowledge table with the Attach button. With the core tables the record gets created in the  "Knowledge Applied to Tasks" (m2m_kb_task) table.

Best regards, 

Victoria 

[Ankur Bawiskar]

@VictoriaSte 

Did you configure your extended HR table in Contextual Search Table Configuration?

Also you should have knowledge articles in the HR knowledge base

https://instanceName.service-now.com/nav_to.do?uri=cxs_context_config.do?sys_id=ff0370019f22120047a2d126c42e706f

Add your table in the related list

You will have to do something similar for workspace similar to how Case table has

If my response helped please mark it correct and close the thread so that it benefits future readers.