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

[VictoriaSte]

Hi @Ankur Bawiskar ,

Thank you for your prompt reply.

Yes, everything is configured for both the Platform and Workspace. The user is able to see the search results in the Related Search Results.

If it helps, during troubleshooting in the past, I noticed that the extended table was added twice as a Platform in the Contextual Search Table Configuration, so I deleted one of the configurations. But unfortunately, it did not help.

Thank you once again.

Best regards,
Victoria

[Ankur Bawiskar]

@VictoriaSte 

are they able to see the Attach button besides that article?

[VictoriaSte]

@Ankur Bawiskar , 

Yes, they can see the Attach button, and once an article is attached, it changes to "Unattach." The following message is displayed at the top of the form: "Details of 'Knowledge Article' have been added to the Additional comments (Customer visible) field."

PS: If I create manually a new article from the Attached Knowledge, it is created in the "kb_knowledge" table and the Source Task field is populated with the HR Case number.

Best regards,
Victoria

[Ankur Bawiskar]

@VictoriaSte 

if you manually create then Source Task is populated

But what happens if you click Attach button, it's not?

[VictoriaSte]

@Ankur Bawiskar ,

the Attach button maps the Knowledge article to the HR Case:

Table-Knowledge Applied to Tasks (m2m_kb_task) does not get updated when attaching a knowledge artic... 

Best regards, 

Victoria