Attaching a Knowledge Article to Work notes rather than Comments

Go to solution
Dillin Bradley
Tera Expert

‎01-04-2024 06:42 AM

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.

 

DillinBradley_0-1704379204936.png

 

 

DillinBradley_1-1704379274813.png

 

DillinBradley_2-1704379339946.png

 

 

  • 6,336 Views
1 ACCEPTED SOLUTION

Go to solution
mattlloyd
ServiceNow Employee
ServiceNow Employee

‎01-04-2024 08:59 AM

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:

SOW Incident Deflection.png

 

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
      Editing Attach fields.png
    4. Save the record
  5. It should then look like this:
    Edited SOW Incident Deflection.png
  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:
    Attached as a Work note.png
  2. If not, please create the ServiceNow Support Case so support/dev can have a look.

Regards

Matt

View solution in original post

11 REPLIES 11

Go to solution
staticCrash
Tera Guru
In response to mattlloyd

‎04-22-2025 05:49 PM

Thanks. But how would we save any work notes already entered in the work note field before they attached the kba?

 

0 Helpfuls

Go to solution
mattlloyd
ServiceNow Employee
ServiceNow Employee
In response to staticCrash

‎05-01-2025 08:43 AM

Hi Giga,

You'd need to post them first, otherwise the work note from the Attach Article modal is what will be added to the activity.

Note: The behavior is unlikely to be changed as Agent assist is based on the older ServiceNow Zing search engine.

AI search is the newer way to search in ServiceNow, that provides a unified set of search results, and you can also add your own search sources. AI search is also part of the Recommendations (aka Recommended actions) sidebar panel, a platform component that we have started to include for new instances in Service Operations Workspace.

The attach behavior in Recommendations might be the behavior you are looking for.