Adding the Report Knowledge Gap on incident form

[sala1]

Hello I want add a button Report Knowledge Gap for creating a KFT. Is there in workspace. I want on the incident form directly. I don't know how I can activate. Is not there on the resolution notes or on the related list

[Sarah McLaughli]

I had the same issue as well. KCS Integration for Incident Management (com.snc.incident.knowledge) plugin was active and I tried updating the 'Report Knowledge Gap' (Global application) to set Form Link as True - this does not work in a PDI and requires an update to the Onclick function and Script.

I added the Onclick function to be 'reportKnowledgeGap()' and updated the script function (what runs in the FUI) to be the following:

function reportKnowledgeGap() {
    var incknowledgeUtil = new GlideAjax("IncidentUtils2");
    incknowledgeUtil.addParam("sysparm_name", "getKnowledgeGapMapping");
    incknowledgeUtil.addParam("sysparm_incident", g_form.getUniqueValue());
    incknowledgeUtil.getXMLAnswer(function(query) {
        g_navigation.open("kb_feedback_task.do?sys_id=-1&sysparm_view=create&sysparm_query=" + query, "_blank");
    });
}

[Rajeevreddy]

Hi Sala ,

Is the functionality working for you ?

The button is enabled on the form but when we click on it no action is performed there is no script for it only for SOW it is given.

Regards,

Rajeev

[Rajeevreddy]

Client is asking to replicate the same functionality on Classic Incident view. I understand that this capability is in-built in SOW and working as expect. I would like to know if replicating this is recommended or should we be directing Users/Customers/Stakeholders to be using Service Operations Workspace? Could someone share your opinion on this? I am trying to replicate the same functionality on classic Incident UI would like to know if its even best practice or is it worth spending time on this.