Search Knowledge Button on Tasks but not Incident?

[CaitlynD]

Looking for some insight on this please. The Search Knowledge button is an excellent feature when dealing with Tasks as it seems like it grabs the whole article html and posts that so the person would receive an email with that in. 

Does the same feature exist for incidents? The Search Related Articles on an incident is good because it provides the link but it would be great to get it so that it behaved the same way and emailed it directly to them.

I have tried copying and pasting the html source code from an article into the Additional Comments field within the code markers and it works, but I only have access to the source code if the article is in draft.

Has anyone managed to alter the configuration so the Search Related Incidents grabs the whole source code please?

[GlideFather]

Hi @CaitlynD 

 could you provide any feedback - solved or still something's needed?

[CaitlynD]

Hi - I added below - no solution yet sorry. I think there are some wires crossed as my query wasn't about writing/creating KAs but just attaching them. Thanks