How to add a tab in standard Ticket Tab to show attaches knowledge articels of that incident

[soumya19]

Hi,

I have a requirement that if i attach a knowledge article to an incident on the back end it should reflect on the portal with the link to the knowledge article.

or 

Is it possible to add the attached knowledge Related list as a new after the attachment tab to display the attached knowledge articles of that particular incident.

[Mallidi Suma]

Hi @soumya19 ,

In order to fulfill this requirement no need for customization in the portal, you can see the Attach feature in the contextual search of Incident.

Search the knowledge article you want to attach to the incident in the related search section of the incident form. click on Attach button.  It will add the knowledge article link as an additional comment on the incident, just click on the post. The end user can see the attached knowledge article link in the incident's additional comments section in the portal.

Please find the below screenshot.

Please mark my answer as helpful, if it helps you, and also mark my answer as a solution.

Thanks & Regards,

Suma.

[soumya19]

Hi Suma,

Thank you for the response....!

Yeah, it is possible only if the glide.ui.security.allow_codetag property is set true. Due to security concerns we don't want to make that true. 

Is there any other way to achieve this ??

Thanks,

[Mallidi Suma]

Hi @soumya19 ,

I took the below ServiceNow article as a reference and I created a client script. to get the link to the Knowledge article.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0717995

Created an on-change Client script on additional comments.

Code Snippet:-

function onChange(control, oldValue, newValue, isLoading, isTemplate) {

    if (isLoading || newValue === '') {

        return;

    }

    if (newValue.indexOf('Knowledge article') > -1) {

        var kbPrefix = "KB";

        var kbPrefixIndex = newValue.indexOf(kbPrefix);

        if (kbPrefixIndex !== -1) {

            var kbNumber = newValue.substr(kbPrefixIndex, kbPrefix.length + 7);

            var gr = new GlideRecord('kb_knowledge');

gr.addQuery('number',kbNumber);

gr.addQuery('workflow_state','published');

gr.query();

if(gr.next()){

var link_id ='https://dev84939.service-now.com/kb_view.do?sys_kb_id=' + gr.sys_id;

g_form.setValue('comments', "Please find the URL " + link_id);

}

        }

    }

  //Type appropriate comment here, and begin script below

}

The above code is giving us the URL, if you feel it is helpful then create a script to include and right the server code in it.

Please mark my answer as helpful, if it helps you, and also mark my answer as a solution.

[soumya19]

Hi Suma,

Thank you for the response.

It is addiing the URL to the comments, but it is not clickable. can you also tell me how to make the link clickable from the comments

Thank you..!