When a knowledge article is displayed (from the incident form), the CI field is not present in SOW
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3 weeks ago
Hello,
when we are selecting the knowledge article for a Particular incident in the SOW we are not able to see the CI field, how can we fix this?
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3 weeks ago
Hi @Jay80,
please provide screenshots and step by step of what exactly is happening, the description is too abstract to get the idea of what's wrong
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3 weeks ago
hi @GlideFather , please check the screenshot when we have KB related to an Incident and we open that KB through the related records of the Incident in the SOW we are not able to see the CI field which is present on the KB article.
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3 weeks ago
Hello @Jay80,
thanks for the screenshot. Unfortunately I still don't know how to help you. 😞 and the CI is normally there or what?
To understand the issue it's crucial to understand the difference, for example "a button CI is present, when attached KB, the button disappears" but the descriptipn is not explanatory and this doesn't seem to be OOTB process.
Let's hope somebody else will know what to advice you, I don't have enough details to get the picture
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */
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3 weeks ago
Hello @GlideFather apologize for not being clear, the CI button is not appearing in the KB article in SOW when we see via the related records through the Incident if that Incident is having a Knowledge article for reference, we need to show this CI field on the KB via the SOW when tracking via the Incident, iam attaching another screenshot of the CI field available on the KB article page via the KM module(in SOW) when you open an article and click on edit, but the same CI field is missing when we try to open it via the SOW of the Incident through related records.
