Attaching a Knowledge Article to Work notes rather than Comments

Dillin Bradley · ‎01-04-2024

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 · ‎01-04-2024

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:

Open the SOW Table Configuration
Navigate to the Search Action Configuration related list
Filter to only see the Attach actions
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
It should then look like this:
That should be it!

Attach a KB:

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

Regards

Matt

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Pooja Magadum1 · ‎03-13-2024

Perfect, thanks @mohammedghouse, its working fine now. Need to set the property 'glide.ui.security.allow_codetag' to TRUE.

Regards,

Pooja

mattlloyd · ‎03-13-2024

Hi Pooja,

If the above steps (or the suggestion below from Mohammed) don't work, then please create a ServiceNow HI support case as someone may need to look at your system to figure out why it is not working.

Regards

Matt

sri vijaya · ‎09-09-2024

Hi @Pooja Magadum1

i have the same requirement

But cannot see the OOTB Agent assist in table configuration for HR case table?

Did you created for sn_hr_core_case?

sri vijaya · ‎09-09-2024

Hi @mattlloyd

i have same requirement for HR case table(sn_hr_core_case) but i cannot see any OOTB agent assist for HR table in table configurations

so do i need to create manually for our specific tables?

mattlloyd · ‎09-09-2024

Hi sri,

Please create a ServiceNow support case, as the HR product team might need to look into that as they own the HR table configurations.