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?

[Marcus Walbridg]

Hey Ankur,

I am trying to do something similar here, but the link in your solution does not seem to be working any longer.

I am setting the attach action to use work_notes over the comments journal fields to embed the KB via agent assist.  The KB's are still being attached to the comments and I am not sure why.  All 'Attach' actions are pointing to the work_notes

table: cxs_ui_action_config_list.do

[jay108]

Hi @sinu2 

Can you help me with url of property 

[jay108]

@Ankur Bawiskar 

I am unable to access the url