Hi @Mk_snow,
That bell icon opens the Recommendations panel (Recommended actions + Search), and its Search tab is powered by Contextual Search using the KnowledgeSearchResource. When you click Attach on a KB result there, the platform always drops a journal entry recording which article got linked, that's the audit trail the Attach action exists to create, it's not optional add-on behavior.
One thing worth flagging from your screenshot: that entry is actually typed as Comments, not Work notes (you can see "Comments" right above the KB0010579 line). By default the KnowledgeSearchResource Attach action writes to the customer-visible Comments/Additional comments field, not Work notes, so on a major incident this is arguably worse than you think, since watch list contacts could see it. The "Relationship change" lines above it are unrelated, those come from the Recommended actions/generative AI recommendation being dismissed and are not governed by the same setting.
You can't suppress the note entirely and keep the one-click Attach working, but you can move it off the customer-visible field and make it internal-only:
- Go to Contextual Search > Table Configuration.
- Open the Incident table configuration record used for the workspace/SOW search context. Some instances have a separate SOW-specific config from classic Agent Workspace, so check both if the first one doesn't stick.
- In the Search Action Configuration related list, open the record where Action label is Attach and Search resource is KnowledgeSearchResource.
- Enable Use custom field for attach note and set the Attach note field to work_notes.
- Run cache.do and retest the Attach action from the Search panel.
After that change, attaching a KB article still logs the entry (you can't turn that off short of deactivating the Attach action itself, which removes the button), but it lands in Work notes where only internal staff see it instead of the caller.
References
Thank you,
Vikram Karety
Octigo Solutions INC
