How to add Kb Link to the incident worknotes while attaching KB to the incident.

[sinu2]

Hi Team,

I have a requirement,

When attaching a KB article to an incident (using the context search in the middle of the incident form), the link text should be copied to the work_notes and not the comments field.

Remarks: Agents sometimes use the attach kb link meant to go into work notes but goes into comments instead. Then the end user will get a notification with a link they do not have sufficient permissions to view causing more problems.

PLease find the below screen shot, in the below screen shot 

existing functionality: As soon as user clicks on the "ATTACH" links the text links is getting added to Additional comments

Require Functionality: As soon as user clicks on the "Attach" links the text links should get attached to the work notes not to the additional commets.

Some one help me here?

[Ankur Bawiskar · Accepted solution]

Hi,

you will have to make a configuration change

Specify which field to add a note to when you attach a knowledge article to a record. By default, a link of the knowledge article is added to the Additional comments (Customer visible) field. You can specify the other field based on the table.

Refer link below on steps

Specify field to add a knowledge article attach note

Regards
Ankur

[sinu2]

Hi Ankur,

Though the knowledge property added work_notes, still it is getting attached to the additional comments.

[Ankur Bawiskar]

Hi,

the link I shared talks about configuration change

Did you go through that and follow the steps?

Regards
Ankur

[Ankur Bawiskar]

@sreeni 

Hope you are doing good.

Let me know if I have answered your question.

If so, please mark appropriate response as correct & helpful so that this thread can be closed and others can be benefited by this.

Regards
Ankur