Agent Assist: How to edit the "Attach" button

[nachanon_m]

Hi everyone,

I have some questions regarding the "Attach" button functionality in the Agent Assist's Related Search Results card. Currently, when agents are working on a ticket and attempt to attach a knowledge article via Agent Assist, the form is automatically saved. This can cause issues if the agent hasn’t finished adding details to the ticket, as their incomplete changes are saved prematurely.

Questions:

1. Is it possible to customize the behavior of the "Attach" button?
2. How can I prevent the form from being saved when attaching a knowledge article, while still allowing the article to be successfully attached to the ticket?

Goals:

When a user attaches a knowledge article from the Related Search Results, the form is automatically saved, and the work notes or additional comments are updated. However, I want to achieve the following:

• Prevent the form from being saved when the "Attach" button is clicked.
• Ensure that the knowledge article is still successfully attached to the Case ticket.

Screenshots:

I want to suppress the modal dialog (or at least stop the form from saving while still attaching the knowledge article).

Any advice or guidance would be greatly appreciated!

[jmadden90]

I have this same issue. Have you received any insights or feedback?

[ivaroen]

From what I can see is that the attach cxs action calls a scripted rest resource called /attach. But I cannot find the modal that relates to this. Optimal I would like a button that says 'Attach to work note' and 'Attach to comments' so that the case handler can choose where to attach the knowledge article.