Attaching a KB to an sctask to work notes via the sidebar in SOW

[BRETTY]

We'd like recommended knowledge articles to post to an sctask record activity stream via the work notes instead of the additional comments when using the sidebar in SOW. Currently articles attach onto the additional comments and Service Desk does not want this behavior.

[Huynh Loc · Accepted solution]

Hi @BRETTY ,
Please refer to this link to get the solution.
https://www.servicenow.com/community/service-operations-workspace/attaching-a-knowledge-article-to-w...

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[BRETTY]

Your link refers to incidents using Agent Assist. What we're trying to achieve is similar but for tasks and the sidebar does not include Agent Assist. The method outlined here did not generalize to our needs; there must be some other configuration involved than the Agent Assist Table Configuration. 

[Huynh Loc]

Hi @BRETTY ,

Agent Assist is not available by default for other tables such as sc_req_item and task. To enable the Agent Assist tab for additional tables, you need to add the appropriate configuration.

Please follow the steps below:

1. Before following the documentation article, create a new record in the cxs_table_config table. You can use an existing record (for example, incident) as a reference.

2. As described in the documentation, identify the correct UX Screen.

3. To quickly locate the required UX Screen for SOW, you can use the following URL. Simply replace [INSTANCE NAME] with your instance name:

   [INSTANCE NAME].service-now.com/now/nav/ui/classic/params/target/sys_ux_screen_list.do%3Fsysparm_query%3Dname%253Dagent%2520assist%2520snc%255Escreen_conditionSTARTSWITHcontroller%26sysparm_first_row%3D1%26sysparm_view%3D%26sysparm_choice_query_raw%3D%26sysparm_list_header_search%3Dtrue

4. After locating the record, update it as described in the documentation.

5. Finally, update the related list “UX Screen Conditions” and add your table to the existing if–else logic.

[Tanushree Maiti]

Hi @BRETTY 

Check these links:

https://www.servicenow.com/community/itsm-forum/sc-task-additional-comments/m-p/551182#:~:text=Here%...

https://www.servicenow.com/community/service-operations-workspace/attaching-a-knowledge-article-to-w...

https://www.servicenow.com/community/itsm-forum/attach-knowledge-articles-to-additional-comments-in-...