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]

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.