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.
