Create incident button on knowledge

[dgarad]

I am attempting to modify the "Create Incident' button from the Knowledge Article view.

My Goal

My knowledge article form is going create an INC record is pre-populate incident mandatory field value when clicking on the 'Create Incident' button.

For example Caller, company, short description, location ect.

[Amit Gujarathi]

HI @dgarad ,
I trust you are doing great.

1. n the Studio, select the appropriate application scope where your knowledge article form is located.
2. Locate the knowledge article form and open it for editing.
3. Find the section or area where the "Create Incident" button is defined.
4. Modify the button code to include a script that pre-populates the mandatory incident fields with desired values.

[dgarad]

Thanks for your response @Amit Gujarathi 

There is no any script only one system property

[Kamal17]

Hi @dgarad ,

You need to update the property "glide.knowman.create_incident_link" value similar to the below sample value to achieve your objective.

incident.do?sys_id=-1&sysparm_query=active=true^caller=${gs.getUserID()}^short_description=${knowledgeRecord.short_description}^description=test description^comments=(Created after Knowledge search: $[encodedKb_desc])&sysparm_stack=knowledge_home_launcher.do

Note:

Above sample contains, examples to set incident field using script, static text or copy from a field in KB article. Hope this helps.

PS: Please hit "Correct", "Helpful" or "Like" depending on the impact of the response.

Regards,

Kamal S