question Re: Link to Knowledge article in work notes, not entire content in SysAdmin forum

Link to Knowledge article in work notes, not entire content

Aga_7 — Wed, 25 Sep 2024 13:21:21 GMT

How to change the settings in ServiceNow to attach to the incident and request (in the work note) only the link to the KB article, and not the entire content of the article?

Any help/advise will be highly appreciated.

Re: Link to Knowledge article in work notes, not entire content

KrishnaSwaA — Wed, 25 Sep 2024 14:21:19 GMT

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0784325

Re: Link to Knowledge article in work notes, not entire content

amaradiswamy — Wed, 25 Sep 2024 14:20:50 GMT

Hi @Aga_7

You can adjust this behavior by modifying the "Search action Configurations" for the Table configuration created.

Go to Contextual Search -- Table configuration

Open the table configuration record created for incident

Opne the record and scroll-dwon to find "Search Action Configurations" related list. In this For "Attach" actions, Attachment Type should be "Embed link to article"

For workspace view also you may find a table configuration with UI type "workspace", make the same changes

repeat the same steps for request/request item/catalog tasks

Re: Link to Knowledge article in work notes, not entire content

Aga_7 — Wed, 25 Sep 2024 15:05:08 GMT

Thank you for quick response, but I have the set up like this, but still is copying whole content of the article to the work note, not embed a link to it. And I want only a link in work note. Maybe there is other settings that doing it?

Re: Link to Knowledge article in work notes, not entire content

amaradiswamy — Wed, 25 Sep 2024 15:18:46 GMT

This issue is happening in workspace or form view?

Re: Link to Knowledge article in work notes, not entire content

Aga_7 — Wed, 25 Sep 2024 15:37:37 GMT

Form view, for example in incident in notes tab (where you put work notes).

Re: Link to Knowledge article in work notes, not entire content

Aga_7 — Tue, 01 Oct 2024 12:08:37 GMT

Form view. It copies the whole content of KB instead of just a link.

Re: Link to Knowledge article in work notes, not entire content

VanamaA — Mon, 09 Mar 2026 13:24:56 GMT

Hi @Aga_7

Iam also facing the same issue,are you able to resolve this issue.

Thanks,

Akhil