Not able to see "Knowledge" check box on Incident form

VanamaA
Tera Contributor

‎03-05-2026 01:01 AM

Hi Team,

 

I was unable to see the “Knowledge” checkbox on the Incident form under the Resolution section. Although it was already added to the form layout, the field was disappearing once the form finished loading.

 

Can I get any help to fix this.

 

Thanks,

Akhil

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13 REPLIES 13

VanamaA
Tera Contributor
In response to Dr Atul - LNG

‎03-05-2026 01:07 AM

Hi @Dr Atul - LNG 

 

I have reviewed the relevant articles, but the issue remains unresolved. The “Knowledge” checkbox is present in the Incident form layout under the Resolution section and is visible during the initial form load; however, it gets hidden once the form finishes loading
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Dr Atul - LNG
Tera Patron
In response to VanamaA

‎03-05-2026 01:09 AM

Hi @VanamaA 

Did you check whether any UI policy is applied? Also, when you closed an incident, does the field become available through this process?

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VanamaA
Tera Contributor
In response to Dr Atul - LNG

‎03-05-2026 09:32 PM

Hi @Dr Atul - LNG 

 

We have Now assist implemented for ITSM skills,will this be a reason why this was getting hidden.?

 

There was also a onLoad client script which is hiding:"Hide Resolution Information UI section "