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.

[David Kay]

Are you able to combine the hand-pasted link data with the Attach data in a report to see patterns of reuse across all of your articles?

If not, I'm wondering if you could ask them to attach the internal article, then move the link from Additional Comments to Work Notes?  Worst case, if people don't remember to remove the link from Additional Comments, the user gets a 404, right?  Which isn't great but it's not disastrous. 

Unless the internal links are a tiny subset of all the links you send, I'm worried about your ability to get an accurate Link Rate report and to use reuse data to drive Knowledge Domain Analysis.

In other environments, I've seen that Solve Loopers are able to mark the Additional Comments equivalent field as private when it contains a link that won't work for customers, but I'm not sure that's an option here.

Good luck!

[amarks]

Folks,

I'm dealing with the same issue and @David Kay raises the same concerns we have.  We are determined to stay away from customizations.  Are you all members of CSI? If so, I'm wonder if you and any interested parties would be open to a working session through the CSI slack channel.  This feels like a challenge we could solve as a group.

-Adam

@Cheryl Wickwire, @Community Alums 

[Cheryl Wickwire]

Hi @David   and @Community Alums ,

I am KCS Certified and have attended and even presented at KCS Academy sessions, however, I am not a member of CSI.  I would still love to discuss this matter with you all if you are still willing to do so.

PS - I met you, Devid, at one of the CSI events, if you happen to remember.  😉

[Vickie Runyon]

We did change the Attach behavior but not per KB. We changed to put the KB number in a custom "KB article" field so that we could get Attach data no matter where the KB article lives. Then, if the agent wants to send the permalink to the contacting client, they can choose to do so by copying it into the Customer Visible notes.

We follow KCS methodology so attaching an article is important to that process.

We also sync our ServiceNow data with a third-party after-hours service desk so having the custom field ensures that we get their attach data shared over to us in a consistent location as well.

[mauramcgrath]

We are also trying to address this scenario. Has anyone tried this solution? 

https://www.servicenow.com/community/developer-forum/attach-certain-knowledge-articles-to-work-notes...