@SS1510
The action is controlled by the Recommended Actions component configuration in UI Builder. No client script or modification to the Activity Stream is required.
By default, the Attach and share article guidance uses:
- Primary action: Attach and add link in comment
- Secondary action: Add link in work notes
ServiceNow allows administrators to reorder these guidance actions. The first action becomes the visible primary button, while the remaining actions appear under the three-dot menu.
Configuration steps
- Navigate to Now Experience Framework → UI Builder.
- Open Service Operations Workspace.
- Open the record page or page variant currently used for Incident records.
- In the content tree, locate the Recommended Actions component. It may be placed within the Agent Assist or contextual side-panel area.
- Select the component and open the Configure tab.
Locate:
Recommended Action Specific Configuration
Expand the configuration for:
Attach and share article
- Reorder the actions so that Add link in work notes is first.
The order should be:
1. Add link in work notes
2. Attach and add link in comment
3. Attach and add link in email
- Save and publish the page.
After this change, Add link in work notes will be displayed directly on the knowledge article card as the primary action. The comment and email actions will move to the overflow menu. ServiceNow specifically documents that this property can show or hide guidance actions and order them to determine the primary and secondary actions.
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