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.
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:
- Open the attach action record
- Check: Use custom field for attach note
- Set Attach note field to: work_notes
- 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
