Attaching Knowledge Record to Incident

[mdidrikson]

Hello,

We have noticed that in the Calgary release if we try and attach a Knowledge article to an Incident before submitting it, we receive the error:

Invalid action: Record needs to be saved first

Is there a way around this error? I believe this worked in earlier versions of ServiceNow.

Thanks!

Mark Didrikson

[Chris M3]

I know it's been a while, but the comment in the above code probably hints to the cause...   There might be two places where code checks for the save.

// attachIncident2 uses a Script Include, attachIncident uses an AJAX Script

***Edit:   For those that ran into the issue, and the fix not working, It was probably a caching issue with the script.   clear your cache, or wait a bit.

[joe_clary]

Has this "default" behavior changed in Eureka?   This is an issue as the requester is sent an email when the incident record is submitted.  

[peterraeves]

Has this 'default' behaviour changed in Jakarta?

[manish123]

Hi All,

We have upgraded our sub production instance to Kingston. And we have knowledge article with V2 & V3. Whenever we are raising any Incident manually and typing short description and clicking on Search knowledge next to that field. It open a new pop window with list of knowledge articles and while clicking on article, Its details get added to the description field of incident. This is working perfectly with V2 knowledge article however with V3 article its giving error that Invalid action: Record needs to be saved first.

Could any one of you have seen this issue before & share on how to attach V3 knowledge article like V2?

Quick reply much appreciated!!!

[danielbilling]

You are correct ... the attach button in V3 is not displayed until you save the incident. My guess is that SN want to avoid to create m2m records if the user cancel the record without saving.

The option you have is to change the script for the attach UI button in the cxs_result_kb_knowledge UI macro, but as it's policy protected you need assistance from SN support.

please also consider having a scheduled script cleaning up broken relations