Removing a Knowledge Article from an Incident

[BobbieG]

My team is currently using Agent Workspace in ITSM. We have configured Agent Assist to search our KCS Knowledge Base and users are able to attach the article to the incident from within agent assist. We noticed that there were several knowledge articles being "removed" from many incidents and found that agents were accidentally pressing the "attach" button twice, which was removing the article from the work notes. The Agent was not informed that the article was removed, nor did the "Attach" button give any indication that it was detached.

Has anyone experienced this? If so, how did you approach it?

[Pushkar-Snow]

Hi @BobbieG ,

Yes. I experience the same behavior. Unfortunately not looked into it more deeply. But in activity section you can see the article removed message. This is the OOB behavior.

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Regards,

Pushkar

Regards,

Pushkar   

[Dave Littlejohn]

After checking our configured dev instance (San Diego) and my personal instance (Utah), I was unable to replicate this experience. Attaching the article would mark the article as "Attached" in Agent Assist and the "attach" would get changed to "Unattach". I have included a screenshot of this behavior for reference.

[BobbieG]

Great, thank you! What Workspace are you using?

[Dave Littlejohn]

ITSM's Agent Workspace during that example. I experienced the same results as my previous testing with Service Operations Workspace in Utah as well