Can I configure different behaviors on the knowledge ATTACH functionality in an Incident?

[Cheryl Wickwire]

UIs: Next Experience & Service Operations Workspace

Is it possible to configure the knowledge article "Attach" links differently based on the knowledge base they are from?

For example, I have two knowledge bases:  Internal IT (IT staff only) and End User (customers)  

The End User knowledge articles appear in our Self-Service portal, but our Internal IT articles do not.  When you are in an Incident and you click Attach, the link is put in Additional Comments (which a customer visible).

For KCS purposes, I would like to Attach links to work in the following manner:

1) End User Article - Attach the Self-Service (SS) portal link in the Additional Comments so when the customer receives the email, they can click on the link and view it in SS.  They will also know they can SS in the future.  NOTE:  This currently works this way.

2) Internal IT Article - Attach the ServiceNow > Knowledge article link in the Work Notes so it is only visible to IT staff.  When the IT staff click the link it will open in ServiceNow - not the Self-Service portal.

[Musab Rasheed]

Hello,

It's not possible to change this behavior

Regards

[Musab Rasheed · Accepted solution]

Hello,

If you are fine with my reply, Please mark my answer as correct and close the thread.

Regards

[Community Alums]

@Cheryl Wickwire did you ever manage to find a way around this one? We have the same challenge and need to work on what we can do.

Thanks,

Aaron

[Cheryl Wickwire]

Hi Aaron, we never found a way to configure this nor did we customize this functionality.  Instead, we addressed with training.  In other words, if the knowledge article is not visible in the End User knowledge base, we ask that the Reps do not use the Attach functionality, but rather copy the Permalink for the article they used in the Work Notes (which is not visible to the customer and doesn't send an email.)  Then when a Rep wants to view the article, they do have to open another browser window and copy the link in that window's url to view the article details.  

This is not an ideal situation, but it is a work around.