Adding Parent or Problem field to a Knowledge Document

[waltr]

Hi.

We are newer to creating a knowledge base within ServiceNow.

When we create a Knowledge Document, how do we get the field to appear where I can enter the Parent Incident or the Problem record number so that if the KD is accepted, the Parent/Problem is automatically pulled into the Incident?

I have a similar question related to other fields as well.   How do we get into our Knowledge Document Template, the ability to define within the KD itself, the Assignment Group, Category, TYPE, Urgency, and other related fields?

Lastly, and I can post separately if needed, do we need to be concerned about profiling?   For example we are building out 2 KB's, Public and ITIL.

If I can add the fields we need to the KD so that if accepted it pulls them back into the Incident, do we need to be thinking about how it will work with KD's in the Public KB vs. ITIL KB?   I ask because in the Public KB, we would not want or need our users to see things such as TYPE, Category, Assignment Group, etc.

I hope this has enough information and that I'm posting in the right area.

Thanks

Walt

[Valor1]

If I understand correctly, you're creating KB articles as a result of Incidents and Problems?

If so, In the OOB knowledge management (when an Incident or Problem has the "knowledge" checkbox checked), it populates the "Source" field on the resulting knowledge record or the "Parent" if you've opted to create a kb candidate.

From there you can access the related record by dot-walking in a Business Rule.

If that's not what you intended, can you clarify exactly what you're hoping to accomplish?

[wroth]

Hi,

Thanks for the follow up.   Actually, we are looking to create an Incident from a Knowledge Document and when that Incident is created, it auto attaches to a Parent Incident or Problem record.   Similar to if we create an Incident from a Knowledge Document, when that Incident is created, it populates various fields such as Category, Type, Assignment Area, (Parent Incident number and/or Problem Record), etc.   These are the items we are having a hard time figuring out how to do in the properties of the Knowledge Document, when creating the KD.   Thanks again for allowing my questions.

[Valor1]

Oh, I see.

There's a super-secret property "glide.knowman.create_incident_link" that will allow you to determine what URL the "Create Incident" button (I haven't looked at/tried the link shown after a poor rating).

OOB, it's:

incident.do?sys_id=-1&sysparm_query=active=true^comments=(Created after Knowledge search: $[HTML:knowledgeRecord.short_description])&sysparm_stack=knowledge_home_launcher.do

So, if you want to populate a custom knowledge field reference based on the task table (e.g. "u_knowledge_article_failure"), try this:

incident.do?sys_id=-1&sysparm_query=active=true^u_knowledge_article_failure=$[HTML:knowledgeRecord.sys_id]^comments=(Created after Knowledge search: $[HTML:knowledgeRecord.short_description])&sysparm_stack=knowledge_home_launcher.do

[EDIT] The above worked great on my sandbox:

[waltr]

Hi.   I'm sorry for the very long delayed response.   To clarify, what we would like to do is create a knowledge document so that if we accept it, it will auto populate the Problem Record (or Incident Parent) field on the incident.

So here's one path... analyst creates an incident.   They compete short description and then search for a Knowledge document.   When found, they can accept the KD which pulls the content into the incident under the Related Articles tab.   Also, it would populate the Problem or Incident Parent field so that when the analyst saves the incident, it's then attached to the problem record (or parent incident).

Thanks!