Attaching a Knowledge Article to Work notes rather than Comments

[Dillin Bradley]

I am trying to change the Attach article mapping for SOW for Incidents. I have gone into Contextual Search > Table Configuration > Incident. I have gone into all of the following highlighted records and updated the Attach note field to "work_notes". however from SOW, the notes are still only posting to the comments (Additional Comments - Customer Visible). Any help would be greatly appreciated as I am unsure where else to look.

[mattlloyd · Accepted solution]

Hi Dillin,

You were looking in the right area. See if these steps help you as SOW has it's own configuration for Agent Assist. If not please create a ServiceNow Support Case as support/dev might need to request access to look at this on your instance.

You might have tried this but I'm not sure as I can't see the search context in your first screenshot.

If you filter the Table Configuration > Search context for Incident Deflection, you might see three of them, the one for SOW has the Search context set to Incident Deflection (SOW):

Name	UI Type	Search context	Used by
Agent Assist [incident]	Workspace	Incident Deflection (SOW)	Agent Assist in SOW
Agent Assist [incident]	Workspace	Incident Deflection	Agent Assist in legacy Agent Workspace
Incident [incident]	Platform	Incident Deflection	Contextual Search in classic (UI16)

Filtered list of Incident Deflection table configurations:

Note: It's probably best to have the attach action behave the same in all three table configurations.

Configure SOW Agent Assist KB attach to the work notes field:

1. Open the SOW Table Configuration
2. Navigate to the Search Action Configuration related list
3. Filter to only see the Attach actions
4. For each attach action:
   1. Open the attach action record
   2. Check: Use custom field for attach note
   3. Set Attach note field to: work_notes
      
   4. Save the record
5. It should then look like this:
   
6. That should be it!

Attach a KB:

1. When you attach a KB with Agent Assist in SOW, it should then attach to the work notes like this:
   
2. If not, please create the ServiceNow Support Case so support/dev can have a look.

Regards

Matt

[Dillin Bradley]

Perfect! that worked! thank you! 

[Pooja Magadum1]

Hi @mattlloyd ,

This is exactly I wanted to show the KB URL in work notes or in comments. I followed all steps but somehow its not working for me. 

I wanted it for HR cases, can you please help me out.

Regards,
Pooja

[mohammedghouse]

Hello Pooja,

I was also facing the same issue, below KB helps me to attach the KB Link. 

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751441
Thanks 
Mohammed Ghouse