Recommended Actions (SOW) - How to change "Attach and add link in comment" to post to Work Notes ins

[josephmosaa]

In Recommended Actions / Service Operations Workspace, I am using the OOB Guidance "Attach and share article".

I can see OOB actions:

• Attach
• Attach and add link in comment
• Add link in worknote

I want the popup and action behind "Attach and add link in comment" to post into Work Notes instead of Comments.

In Contextual Search Search Action Configuration there is an "Attach note field" (work_notes/comments), but I cannot find an equivalent field for Recommended Actions.

Has anyone changed the target from Comments to Work Notes in Recommended Actions? Is there an OOB configuration for this, or does it require modifying the UX client script / event mapping?

Australia release.

[HarishKumar6668]

Hi @josephmosaa ,

Out-of-the-box (OOB), Context records are created for the supported tables. Below are the associated Context (sn_nb_action_rule_context) record Sys IDs for ITSM tables.

Table Name	Context Record Sys ID
change_request	c86cb259839aca506f7fa570ceaad391
change_task	b2250e60936e82907b5bfff56aba1065
incident	71e20d52532211101d87ddeeff7b1206
incident_task	f2d04e5aeb960e109c3cfd18cad0cdd8
interaction	a80c3c3f1bc24e1022bc0d81604bcb6d
problem	41e716151bd2ce106fe28446624bcbcb
problem_task	8d190ad11b92ce106fe28446624bcb98
sc_request	c6bc6b041bea4e5022bc0d81604bcbc0
sc_req_item	83b0c09c39351210f87718686404edb9
sc_task	33eb841039b51210f87718686404ed17

How to customize the Guidance Action

1. Open the Context (sn_nb_action_rule_context) record corresponding to your target table.

2. Navigate to the Recommendations related list.

3. Open the required recommendation. For example, for the Incident context, open Create Problem Record for a Major Incident.

4. From the recommendation record, open the associated Guidance record from action column.

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Within the Guidance record, you can configure:

• Guidance Inputs

• Guidance Outputs

Open the associated Guidance Action record from related lists.

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The Guidance Action contains the Guidance Action Automation field, which references the Flow/Subflow executed when the action is selected.

Open the referenced Flow/Subflow and modify it according to your requirements. If you need to pass additional information into the flow, make sure to:

• Add the required Guidance Inputs in the Guidance record.

• Use the mapped inputs within your Flow/Subflow.

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I hope this helps!

If this resolves your issue, please consider marking this reply as Helpful and Accept Solution.

Regards,
Harish