Knowledge article in incident form not getting attached

[anvitha ash]

Hello,

In the incident form when I search for knowledge article and try to attach that article in incident form it's not getting attached.

When I try to click on attach on that article, the attach ui action botton not working 

Can someone please help me through this.

Thanks in advance 😊

[Dhruv Chandan]

Hi @anvitha ash ,

Did you got a chance to check "Additional Comments" after you click on "Attach" button. 

Functionality : If someone clicks on "Attach" a link to the article is generated in the Additional comments section and then the ITIL user has to post the link from the Additional Comments for the incident's caller/user to look into the article from the comments.

Please see the attached Screenshot.

Hope this helps solve your query.

Thanks,
Dhruv

[anvitha ash]

@Dhruv Chandan ,

Yes, when i click on "Attach" button link is generating in additional comments and when i click on post that link is coming under Activities.

But my question is that link should come under the form below specified field (ex: field: kb article) not in Activities 

[Saurav11]

Hello,

I believe the functionality has changed and currently this is how it works OOB:-

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751441

As mentioned when was the last time you say the functionality where user was able to attach ot to the Incident?

[Dhruv Chandan]

This is the new way this feature will work 🙂

Thanks,
Dhruv

[Sebas Di Loreto]

@anvitha ash 

My area of expertise is incident and knowledge.

I think you are getting confused by saying that "the article is not getting attached".

It is true that pressing the ATTACH button shows code in the additional comments, but they don't have anything to do with "being attached to the incident". Let's forget that for now.

If you truly want to know if an article was "attached" to an incident you should check the "attached knowledge" related list (add it if you don't see it) OR check the m2m_kb_task table (type m2m_kb_task.list on the left nav).

When you press the ATTACH button a new record is created on the m2m_kb_task table representing the connection between the task (incident) and the KB article. This happens regardless if you post the additional comments or not.

The article also shows in the related records section of the incident. If you don't see it may be that someone removed the field from the form.