issue with attach knowledge base articles to incident

[cshriya]

I am trying to attached knowledge base articles to incidents. So I search by the book icon at the end of the short description line and then open one of the articles, there is an Attach to incident button. Once I am done this and saved, I am not seeing the article but there is a comment in the description saying "Undefined."

Same happened on Change Form.

I updated the knowledge property "When attaching an article to an incident, copy the content into this field:" with field "description"., because I am not using comments field on Incident form. I tested it with comments field as well but it's showing the same as "undefined" value.

Any one is having same issue and got the solution. Please share.

Thanks
Chhavi

[jbrunsell]

I know ours used to work, we put the KB into the work_notes field and some time ago, maybe 6 weeks ago, it stopped working. I get the same undefined value behavior....

I don't know if this is relevant yet, but the KnowledgeAjax Script Include was updated by Berlin patch 0 update 2, we have an instance where this functionality works and has this update applied.

[Carpenter]

We had this working previously as well:
-Open an Incident
-Search Knowledge using Book icon at the end of the Short description
-Open one of the KB articles
-Click "Attach to Incident" button

We had the contents of the KB article copied into the Additional Comments field
(now the word "undefined" gets copied into that field)

We also added the "Attached Knowledge" embedded list to the Incident form to show all of the attached KB articles.
Now when you attach an article and save the Incident, just a blank line is added -- the "Knowledge Article" field is blank -- it previously contained a link to the KB article.

The same behavior occurs with the "Attach to Catalog Task" in a TASK record.

We are running Berlin Patch 2 Hotfix 1

[jbrunsell]

I think it must be something with the Managed Documents or the KnowledgeDocuments..in our sandbox instance the functionality was working, I enabled KnowledgeDocuments which requires Managed Documents and now I have the same behavior. I still need to see if disabling these plugins restores the functionality.

There is no deactivate for this plug-in, I logged a ticket with SN

[Carpenter]

I logged an incident with support. This is a known issue that began with Berlin Patch 2 (PRB577396).
They offered a workaround that did not work for me. This problem is still being worked on by development...