Attaching KB article to INC from the Incident link on the kb_view.do?sys_kb_id= page

[Nivlac1000]

Has anyone out there linked the Opened article on the kb_view.do?sys_kb_id= page to the INC that the Incident link, incident.do?sys_id=-1&sysparm_query=active=true&sysparm_stack=kb_home.do, button?   My KB team would like to do the following:

"From the IT Support Portal, when the customer searches in the KB but the document does not resolve their issue, they can click Create Incident in the top right corner. When the customer submits the incident, it should link the knowledge article they currently have open (as well as any previous article or search terms if that is possible) to the incident it creates."

It looks like the link lives in the /kb_navons_list.do?sysparm_query=.   Anybody ever written a script there to do anything?   Got any ideas how to begin?

Thanks!

Cal

[solutioningnow]

Hi Cal,

I potentially think this can be done using session variables. You can try with that.

Please mark answer as correct/helpful, if it was really helpful 🙂

Regards,

Solutioner

Enhance Knowledge NOW@ www.solutioningnow.com

http://www.solutioningnow.com/

[Nivlac1000]

Do you have any documentation on the session variables and how to use them?

Thanks!

Cal

[Slava Savitsky]

One option is to have a client script on the Incident form that will analyze where the user has come from. This information is accessible using "document.referrer" syntax. Then you could call a script include from the client script in order to link the article to the incident.

The search string is part of the URL of the search results page. So if you want to have this information in the incident, you will need to pass it into kb_view UI page somehow. This can be done either by customizing kb_find UI page or using a UI script that would dynamically append the search string as a parameter to all links on KB search results page.