How to show the attached knowledge related list only when a knowledge article is attached to an INC?

[Rajitha Sunkara]

How to show the attached knowledge related list only when a knowledge article is attached to an INC?

How we can show the attached knowledge related list only when a knowledge article is attached through contextual search.

I have been trying with UI policy but there is option to give a condition for only when knowledge article is attached through contextual search, so is there any other way to do this.

[Shuba]

To show the attached knowledge related list only when a knowledge article is attached to an INC (Incident), you can follow these steps:

1. Navigate to the ServiceNow platform and open the Incident form.

2. Click on the gear icon in the top right corner and select "Configure > Form Layout".

3. Under the "Related Links" section, find the "Knowledge" related list and click on the gear icon.

4. In the related list configuration window, go to the "Advanced" tab.

5. In the "Advanced" tab, under the "Visibility" section, add the following condition:

   gs.hasRole('itil') && current.knowledge_base != ''

   This condition checks whether the user has the "itil" role and whether a knowledge base is attached to the current Incident record.

6. Click "Save" to save your changes.

Now, the "Knowledge" related list will only be visible when a knowledge base is attached to the current Incident record and the user has the "itil" role.

[Sebas Di Loreto · Accepted solution]

@Rajitha Sunkara 

Have you tried selecting “omit when empty” on the list control on that related list? That will only show the related list when there is something on it.