How to Create a "Create Knowledge" UI Action for Universal Request in Native View?

[Sachithananda 1]

I need to create a Knowledge Article from a Universal Request, similar to how we have the "Create Knowledge" option for incidents.

For the SOW, I was able to achieve this by creating a Form Action (like we have for incidents) and modifying the "Set KB Data" client script.

However, in native view, I noticed that the "Create Knowledge" UI action for incidents uses multiple Script Includes.

What is the best approach to implement a Create Knowledge UI Action for Universal Request in native view?
Should I replicate the incident approach with Script Includes, or is there a recommended alternative?

[Dr Atul G- LNG]

Hi @Sachithananda 1 

I don’t think it is valid use case the reason is UR is mainly just to start with basic. The key is UR is to link incident or request and knowledge must or to be created from that record only. If you create knowledge from UR then you are going to add more technical debt also the source on kb will be UR  

[Sachithananda 1]

Thanks for the Reply.

Totally agree, but client needs it on UR 😐

[Dr Atul G- LNG]

Hi @Sachithananda 1 

I agree that this is a client requirement, but as the expert in this area, you should first ask the client why they need it, what value it will provide, and request the business case. Once you have that, I can take it forward.

If you believe it is a valid case — for example, if it improves productivity or reduces agent time — then we can consider it. But in this situation, it doesn’t seem justified.

Please also inform the client that this will create technical debt, and in the long run, we will need to maintain it, and it may cause issues during upgrades. Consider these points as well.