Service operations workspace (SOW) Right side panel (Agent asset icon)

[Reddy39]

Hi Team,

The current behavior In Service Operations Workspace, when an agent attaches a knowledge article to a record (INC or IMS), it is automatically placed in the Additional Comments field.

The requirement is

1) If Work Notes is selected, the knowledge article is added only to the Work Notes field and no end‑user notification is triggered.

2) If Additional Comments is selected, the knowledge article is added to the Additional Comments field and the standard end‑user notification is sent.

3) The chosen behavior is applied consistently for Incident (INC) records.

Please help me with the above requirement.

[Ankur Bawiskar]

@Reddy39 

Following up—were you able to review the shared approach and links?
Please let me know if any assistance is needed.

[SReddyVinay]

Yes @Ankur Bawiskar  Thank you for helping me.

[Ankur Bawiskar]

@SReddyVinay 

Glad to help.

please close the thread by marking appropriate response as correct so that it benefits future readers.

[Tanushree Maiti]

Hi @Reddy39 

Refer KB: KB2106782 Knowledge base articles are attaching to customer comments instead of work notes via agent... 

Resolution

To ensure that Knowledge Articles attached via Agent Assist populate the Work Notes field (internal) rather than the Customer Comments field (external), follow these steps:

1. Navigate to Contextual Search > Table Configuration in your instance.

2. Open the Table Configuration record associated with the affected table (e.g., incident).

3. In the Related Lists, locate and open the Search Action Configuration record for the Attach action.

4. In the Attach note field property, update the value to:

work_notes

(Make sure there are no typos or extra characters such as backslashes.)

5. Save the configuration.

6. Test the configuration by attaching a Knowledge Article via Agent Assist in Service Operations Workspace. Confirm that the article content is logged under the Work Notes section and not in Additional Comments.

Also check KB: KB0784325 Knowledge Article not getting copied into worknotes after Upgrade