How to make related list visible if no record is added to that related list on Incident form.

[Spartan_snow]

Hello all,

I want to make the 'Attached Knowledge' and 'Incident Task' related lists available on the incident form After I create a new incident record. These related lists become visible only after I add a knowledge article or create a new incident task for this Incident.

[Dr Atul G- LNG]

Hi @Spartan_snow 

I won’t suggest making any changes since it's out-of-the-box (OOTB). The reason is that, OOTB, the agent cannot attach any articles until the incident moves to the "In Progress" state. The article attachment doesn't work until the article is actually attached, and only then does the related list become visible.

You need to change the OOTB way of working.

[Spartan_snow]

Thanks @Dr Atul G- LNG  for this explanation.

Another question is that if two articles are added, some users only see one and will not see the create article UI action or new button on related list despite the incident is Resolved.

Is this depending on role?

[Dr Atul G- LNG]

Hi @Spartan_snow 

Another question is that if two articles are added, some users will only see one and will not see the create article UI action or new button on related list despite the incident is Resolved.

Atul: 

I added two articles, and both are visible to me. The reason might be that the user criteria for different articles could be blocking this.

When creating an article, OOTB you can’t create an article directly from this related list or . However, you can enable the "Create Article" feature in Knowledge, which falls under the "Resolution Information" section. This works when an incident moves to the "Closed" state. If the Knowledge value is set to true, an article will be created in draft state.

I am admin I can see new button:

[Gaurav Rathaur]

Hi @Spartan_snow ,

You can make the related lists like Attached Knowledge and Incident Task visible even when they have no records by adjusting the List Control settings. Here's how:

1. Open the Incident form and scroll to the related list (e.g., Attached Knowledge).

2. Click the gear icon (⚙️) on the related list header and choose Configure > List Control.

3. In the List Control settings, search for the related list name (e.g., knowledge, incident_task).

4. Once you open the related list settings, scroll down and uncheck the box labeled "Omit if empty".

5. Click Save.

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