override reference qualifier to include other tables for reference field (source) on Knowledge form

[zeeshan8]

Hello everyone,

There is source field('source_task' backend name) on the Knowledge(kb_knowledge) table which of type reference it references to Task table.

In one of the knowledge child table (kb_template_what_is) i want this source filed to Include other table(ex: Interaction table) as well including task table.

Can someone please guide on this, if i can use override reference qualifier then how can i do this?

Thanks in advance

[Kalyani Jangam1]

Hi Zeeshan,

At time you can use reference qualifier of one table. If you want not use task table then you will create dictionary override of that child table and check override reference qualifier and will change to interaction table.

[Tommy SN Sahlin]

Hi zeeshan,

I think you mean the field name source which has the field label Source Task, not the other way round, just to be clear. ???? 

This field references the Task table directly, so you can't include other tables (interaction is a separate table and does not extend the task table). A reference qualifier is a way to filter results from a referenced table (e.g only showing incidents rather than all tasks) so that won't help in your scenario.

Also, field source is populated by a business rule, when a new knowledge article is created from an incident or a problem. So there is automated system functionality connected to the field. And you can't create a ne knowledge article from an interaction.

However, there are other ways to associate an interaction with a knowledge article. In the interaction for, click Associate Record wich opens a new form. Choose "Knowledge" from the Record Type drop down. Now, a new field is shown, called Knowledge Article where yo choose which article you want to associate with the interaction. The associated records show up in a related list at the bottom of the interaction.

Finally, if you want to see assoicated interactions from the Knowledge form, you need to add the related list Interaction Related Record to the form.

cheers, hope that helps  /Tommy