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

View solution in original post

mattlloyd · 2 weeks ago

Hi Reddy,

Agent assist doesn't send a notification out when the KB is attached.

It is the record itself (for example: Incident) that decides whether to send a notification to the user or not. You'll need to speak to your incident process owner to see if what you are looking for is something they can help with, because as far as I know, work notes should not cause a notification to the incident end user as they do not have access to the work notes.

Otherwise, if your question is the same as staticCrash (above), see my reply there.

Regards

Matt

Reddy39 · 2 weeks ago

Hi @mattlloyd

When the KB is attached to work notes the notification will not be sent but when the KB article is attached to additional comments the notification will be sent.

They want this behavior

When they click on the Attach UI_Action two fields Work Notes, and Additional Comments should appear

1) If Work Notes is selected, the knowledge article is added only to the Work Notes field

2) If Additional Comments is selected, the knowledge article is added to the Additional Comments field.

Nisha15 · ‎12-01-2025

Hi @mattlloyd ,

So the field is just additional comments or work note right? but we see additional comments(customer visible), do you have idea from where customer visible is coming? I want to edit this message. example: additional comments(Only visible to employee)

mattlloyd · ‎12-02-2025

The label of the activity field is beyond the scope of this page.

But, I did find this support article which might help you: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0954343