Create Knowledge function on Work in Progress incidents

[Lynda1]

I have the Create Knowledge button on Incidents in SOW working. Another requirement came in.

OOB, Create Knowledge is available on Resolved and Closed incidents.

The new requirement is having the button available on Work in Progress Incidents as well.

Anyone know how to meet this requirement?

[GlideFather]

Hi @Lynda1 

check the UI Action on incident table and ensure that the "format for Workspace" is true. Then you can update the condition when that field will be available

[GlideFather]

@Lynda1 

The OOTB condition is as following:

(gs.getProperty("sn_sow_inc.enable_kb_template") == 'false' || !(new global.KnowledgeUIAction().showTemplateSelector())) && new SOWIncidentKnowledgeUtils().canCreateKnowledgeArticle(current);

[Lynda1]

It is amazing how yours is different than ours.

This is the UI Action for SOW. I literally have this inactive and have the Create Knowledge in SOW Incidents using the Declarative Actions

[GlideFather]

yeah, that's indeed amazing... mine is OOTB PDI with Zurich version.

Connected to cluster node: app129153.aus191.service-now.com:xxxxxxxxxx
Build name: Zurich
Build date: 07-23-2025_1759
Build tag: glide-zurich-07-01-2025__patch0-07-15-2025
Instance name: xxxxxxxxx
Instance ID: e167836e474f52186f9ce676706d4399
Node ID: 881f3b968cc685f16d2cbf6a5baf1ce2
Instance State: ONLINE
IP address: 10.159.129.153
MID buildstamp: zurich-07-01-2025__patch0-07-15-2025_07-23-2025_1759
Load-balancer status: Singleton:Online
Database latency: 1