Known error article on incident resolution

[sravya vemula]

Hi Team,

I have a requirement to be able to select Known Error Article when we resolve an incident by selecting Known Error from the resolution code. How do I show the Known Error articles list ?

Regards,

Sravya

[Community Alums]

Hi @sravya vemula ,

This an expected behavior.
The reason is the known error articles related list has filter as source task is incident number.
This states that known error articles created from this incident will only be shown under the mentioned related list.

Resolution

If the requirement is to have all the known errors articles attached as well to be visible under related, then a customization is required.
Either a custom related list itself needs to be created or customize the existing related list.

[sravya vemula]

Hi Sandeep,

Thanks for your reply !

I don't need to display it as a related list only. It needs to be displayed as a field where I can select from the existing list ?

[saha_namrata92]

Hello Sandeep,
There is a similar requirement, but need not to show all the known errors articles attached as well to be visible under related, just to attach one known error article from incident.
So that the incident can be resolved with Known error resolution code.

But unable to see any New/edit button on the known error related list on Incident form.