Hello, in sctasks, we want to be able to send end users links to articles through the additional comments field by using the 'attach knowledge results' functionality. We have checked many areas but cannot get it to work for sctasks. Is there something simple that we're missing?
- Originally when attaching articles to sctasks, the article link was added to the 'description' field.
- Under Contextual Search - Table Configuration - Catalog Task, we have changed the 'attach note field' to "comments" (and many other variations of that such as sc_task.request_item.comments, additional_comments, etc).
- Under knowledge properties, 'glide.knowman.attachfields' is also set to "comments".
- OOB, this has always worked fine for incidents, but not sctasks.
- With the Table Configuration settings, we can get it to attach to work_notes, but not comments.
- We have also tried clearing the cache.
- When attaching an article to an sctask, it does show up in the "attached knowledge" field, so something is working but not the intended result.
Using that link, we don't have any with an (empty) Base Configuration but we do have other attach search action configurations. As far as I know, these are all OOTB.
Below are the 'attach' actions we have. The one in red is the one we're having issues with.
