Request to pull kb number when creating incident from knowledge article

[Pradeepa B]

Hi ,

Could you please assist me with the following request? When creating an incident from a knowledge article, the KB number should automatically populate in the incident form. Could you advise on the required system property "glide.knowman.create_incident_link" and the value that needs to be filled in?

Thank you

[jagadeeshsnow]

 Hi @Pradeepa B ,

update value in the property "glide.knowman.create_incident_link" with below value :

incident.do?sys_id=-1&sysparm_query=active=true^parent=$[HTML:knowledgeRecord.number]^comments=(Created after Knowledge search: $[encodedKb_desc])&sysparm_stack=knowledge_home_launcher.do

[Pradeepa B]

Hi @jagadeeshsnow ,

I have updated the value "glide.knowman.create_incident_link". but it's now working.

Backend value of Knowledge article field in incident form: u_kb_number and backend value of knowledge article number: number.

[jagadeeshsnow]

Hi @Pradeepa B ,

then you can replace "parent" with "u_kb_number"

updated value will be : incident.do?sys_id=-1&sysparm_query=active=true^u_kb_number=$[HTML:knowledgeRecord.number]^comments=(Created after Knowledge search: $[encodedKb_desc])&sysparm_stack=knowledge_home_launcher.do

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards
Jagadeesh

[Pradeepa B]

Hi @jagadeeshsnow ,

It's not working as expected.

[jagadeeshsnow]

@Pradeepa B  what is the issue you are facing , please mention about the issue