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?

[SatyakiBose]

Hello @BobbieG 

I had experienced this, but it was on Paris instance for a configurable workspace.

So how this works is:

1. When the user clicks on Attach, the Attach button now changes to Unattach
2. When you click on Attach, a network call is made in the backend, and based on that the KB article is linked, and the button now shows as Unattach.
   
3. Now at times, due to multiple factors such as network slowness, browser slowness, background scripts, this change in button is not seen immediately, and users tend to click the button twice.
4. But what actually happens here is:
   • First click on Attach --> request sent to server --> Attach should change to Unattach
   • Due to the factors mentioned above, this does not reflect immediately.
   • User clicks the Attach button again, but in the backend its set to Unattach.
   • On the second click, the Unattach call is sent, and the Attach button again shows up.

The only workaround we went ahead with is, to wait for a couple of seconds after clicking Attach.

Also, we should be aware that none of the UI actions on the platform are double click triggered. All are single click triggered. So if a single click does not perform the intended operation, it would be wise to refresh the page and then see if the changes reflect.

[BobbieG]

This is exactly what we are looking for. I'm hoping it is configurable within Agent Workspace, but it may be a customization.

[SatyakiBose]

@BobbieG 

UI actions work slightly differently (in terms of performance) in workspace when compared to native UI. Am not sure if that can be changed using a customization.

[navya181]

Hello @BobbieG  , Once Knowledge Article  is attached  to the incident in service operation workspace Is it possible to restrict  agent to unattach knowledge article?

[Dr Atul G- LNG]

Hi @navya181 It can be deleted but this will be captured in work notes.