Hi,
this is a really crazy issue and after playing around for about two hours I have headaches.
The situation is as follows:
(1) Relation between task and knowledge articles
Tasks (incidents, changes, problems, etc.) are connected to knowledge articles by a so called many-to-many relation via table m2m_kb_task. That means, each time you click on "Attach" an entry is created in that table.
(2) Origin of the two related lists "Attached Knowledge"
One related list (later called "RL 1") comes from table sys_collection. This is a internal table for OOTB many-to-many relationships. Also well known releations such as "user has roles" or "user is member of groups" are defined here.
Tip: Rename the record for "Attached Knowledge" in order to see the difference with the second related list.
Another related list (later called "RL 2") is defined at "System Definition > Relationships" (table sys_relationship)
Records in that table normally represent one-to-many relations.
(3) Comparison
So, why, you may ask, there are two different types of related lists and what are the differences?
RL 1 only can display the contents of table m2m_kb_task so only the reference to knowledge article and the common meta data (updated, created, etc)
But RL 2 can display all fields of knowledge articles.
And you can see another difference: RL 1 has the "Edit" and "New" buttons but RL doesn't have. I will skip a description at this point, because it would be very technical
(4) Problematic incident form
I don't why but the incident form seems to be the only one where RL 1 is not displayed in case there are no attached knowledge articles. With at least one attached KB article the related list is offered. This is exactly what you have already observed. But how to attach KB articles when the related list is not offered?
(5) Workaround
Go to table sys_relationship and create another related list for attached knowlegde articles:
Applies to table: incident
Queries from table : m2m_kb_task
Query with:
(function refineQuery(current, parent) {
current.addQuery("task", parent.sys_id);
})(current, parent);
After configuring at incident form the related list should look like this:
Now you can add knowledge articles but one after another.
Hi,
this is a really crazy issue and after playing around for about two hours I have headaches.
The situation is as follows:
(1) Relation between task and knowledge articles
Tasks (incidents, changes, problems, etc.) are connected to knowledge articles by a so called many-to-many relation via table m2m_kb_task. That means, each time you click on "Attach" an entry is created in that table.
(2) Origin of the two related lists "Attached Knowledge"
One related list (later called "RL 1") comes from table sys_collection. This is a internal table for OOTB many-to-many relationships. Also well known releations such as "user has roles" or "user is member of groups" are defined here.
Tip: Rename the record for "Attached Knowledge" in order to see the difference with the second related list.
Another related list (later called "RL 2") is defined at "System Definition > Relationships" (table sys_relationship)
Records in that table normally represent one-to-many relations.
(3) Comparison
So, why, you may ask, there are two different types of related lists and what are the differences?
RL 1 only can display the contents of table m2m_kb_task so only the reference to knowledge article and the common meta data (updated, created, etc)
But RL 2 can display all fields of knowledge articles.
And you can see another difference: RL 1 has the "Edit" and "New" buttons but RL doesn't have. I will skip a description at this point, because it would be very technical
(4) Problematic incident form
I don't why but the incident form seems to be the only one where RL 1 is not displayed in case there are no attached knowledge articles. With at least one attached KB article the related list is offered. This is exactly what you have already observed. But how to attach KB articles when the related list is not offered?
(5) Workaround
Go to table sys_relationship and create another related list for attached knowlegde articles:
Applies to table: incident
Queries from table : m2m_kb_task
Query with:
(function refineQuery(current, parent) {
current.addQuery("task", parent.sys_id);
})(current, parent);
After configuring at incident form the related list should look like this:
Now you can add knowledge articles but one after another.
