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.
Hi Gowtham,
The system administrator now has the option (platform only) to allow ITIL or admin users to view the Attach button and attach knowledge base (KB) articles from the search results for a new record before the record is submitted. In earlier releases, the Attach button appeared only for an existing record.This simplifies the workflow. Earlier, the ITIL or admin user had to fill out required fields, save the record, and then re-expand the search results before the Attach button was made available.The Show on new record field can be found within the related list:
By default, the Attach button is not available for a new record, so you have to enable the flag Show on new record.
Any other information, please refer to the following official documentation:
If I have answered your question, please mark my response as correct and/or helpful.
Thank you very much
Cheers
Alberto
