Add action buttons to knowledge articles in Agent Workspace

[Winnie P]

Hello Team, Does anyone know how to add action buttons when you open a Knowledge article in Agent Workspace for example like this:

Thank you.

[Nitin_NOW]

Yes, they are default buttons on the Knowledge articles. They can be found under UI actions. 

Please hit correct if this resolves your issue. 

Thanks 

Nitin

[Winnie P]

Thank you for your update Nitin. I am having trouble finding the UI action for 'flag article' under System Definition > UI Actions, unless I am  just blind? 🙂

[Nitin_NOW]

Hello Winnie 

Apologies for that. Actually 'Flag Article' button isn't an UI Action button. 

The button itself is defined in the UI Macro. Navigate to Ui Macro in the left navigation and search in the Name for 'kb_view_common_header_toolbar'

The script that handles the click action of this button is in the UI Script: KBViewArticle (method: flagArticleHandler)

Hope this helps.

Please hit correct if this resolves your issue. 

Thanks 

Nitin

[Winnie P]

Ah, thank you Nitin. So the default action buttons are a UI macro? Therefore, in this case I would need to create new UI actions to add the buttons ie: Edit, Flag Article, Create Incident to appear on Knowledge articles when opened in Agent Workspace?

[Nitin_NOW · Accepted solution]

Yes, the default actions are UI Macros as the button itself is designed in the Macro. 

So you can create a new UI action button for 'Flag Article' by using same logic of UI macro and display it on Workspace.

For 'Create Incident' I think there are already UI action buttons, so you can modify them and use it on Workspace or create a new button with the same logic. 

Please hit correct if this resolves your issue.

Thank you

Nitin