Need extra inputs while resolving incident ticket

SnowUserDev
Tera Contributor

Hey Community,

 

Need ur inputs on one scenario. In an incident form while resolving the incident I also want to add one more field for KB article where agents can add which KB article was referred to resolve that specific incident.

How can I achieve this?

Note: I cannot create custom fields in incident table.

1 ACCEPTED SOLUTION

Danish Bhairag2
Tera Sage
Tera Sage

Hi @SnowUserDev ,

 

U can create a UI page for this requirement wherein once resolve button is clicked UI page can be called n in that UI page u can have one reference field created for KB article for agents to search n select. & On submit of it u can save the value n populate within incident record.

 

Thanks,

Danish

 

View solution in original post

2 REPLIES 2

Danish Bhairag2
Tera Sage
Tera Sage

Hi @SnowUserDev ,

 

U can create a UI page for this requirement wherein once resolve button is clicked UI page can be called n in that UI page u can have one reference field created for KB article for agents to search n select. & On submit of it u can save the value n populate within incident record.

 

Thanks,

Danish

 

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @SnowUserDev 

 

even though you accepted the solution but you can use Related list.

 

LearnNGrowAtul_0-1701019742874.png

 

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