Add button on knowledge articles

[Gowtham29]

Hi Everyone,

When the users enters something on the incident short description, the contextual search results will bring up related knowledge articles down. From that search results, I want to add button called 'Attach to Incident'

When user read the article and found that is helpful and then when he clicked on the button 'Attach to Incident'(new button to be created), then referred knowledge article should updated in comments and incident should change the state to resolved along with adding the KB article number(the field already exists in our form which is referenced from knowledge article table)

If the user found the article is not helpful, in such cases we need to add another button 'This is not helped'. When the user clicks on this new button and closes the article page, an exiting UI button should be visible on the incident form.

Please help me how to achieve this. Thank you in advance.

[Kim27]

I'd like this too! 

[Gowtham29]

Hi Kim,

Is there any way or any idea on this ?

[Kim27]

Hi Gowtham, I was chatting with a teammate that's more versed in SN than I am. Apparently the "attach" button doesn't show up until the incident is saved at least once. Until it's saved, the record doesn't actually exist and you cannot attach knowledge to something that doesn't exist. 

As far is marking the incident as resolved based on the attachment of a knowledge article, you may want to consider that an agent may use an article to troubleshoot an issue but may not resolve it. In this case, we would still want the article posted to work notes so that the next person knows what was already attempted.  

What would be your use case for creating a "not helpful" button? In other KMS systems, selecting not helpful lowers the relevancy ranking of an article for the terms used in the search and goes towards author stats. ServiceNow though doesn't use relevancy ranking algorithms in their search that I'm aware of. 

[Gowtham29]

Hi Kim,

I saved the record for multiple times and do not see such 'Attach' button on the contextual search results. Please see the below screenshots. How to get this button ? Please advise. Thank you.