Avoiding Knowledge articles attach option to add contents to Incidents

[venkatvraman17]

Hi All,

We have enabled Contextual Search on the incident form for the user to view the list of knowledge articles based on the short description on the incident. The contextual search functionality is working as expected. The requirement is on clicking of Attach from the search, we dont want the Knowledge article contents to get added to any fields on the incidents. Even after removing the field names from glide.knowman.attach.fields property, knowledge article content gets added to the Description on the incident.

Is there anyway we can avoid them from getting added to the short description on the incident? Attached are the screen shots for reference

Thanks,

Venkatraman.

[dylanyoung]

Hi Venkatraman,

Yes, this is an annoying default behaviour around attaching (linking) knowledge to other records, and I believe is based on the assumption that knowledge attachment is required for be end-user visibility.

We had our SNow developers turn this off during our pilot build sprint, but I don't know how they did so.   Hopefully we can get an answer from someone with SNow admin experience.   If I do come across how they did this I'll be sure to reply.

In the meantime, I'm guessing you have reviewed this: Legacy:Administering Knowledge Search - ServiceNow Wiki

[Rahul Jain11]

Hi Venkat,

It looks like your application is customized as OOB contents gets copied into the additional comments not in description.

kb_view_common is the ui macro that calls another UI macro kb_view_hidden_fields. In this ui macro, it reads the property of glide.knowman.attach.fields. Moreover kb_view ui page called kb_view_common ui macro and from ther only it display that attach button.

[Rahul Jain11]

Hi Venkat,

cxs_Knowledge is the script include that has been called from there to copy the data from knowledge to the incident records.

[venkatvraman17]

Hi Rahul and Dylan,

Thanks for the reply. csx_knowledge script include is locked for us to edit. And as per the conversation with Hi support team , this is the expected behavior from ServiceNow. You will be able to control the field on the task to which we want the Knowledge content to get added using the glide.knowman.attach.fields property. But as i mentioned in the post , if we leave the property empty or if the field is not present on the form layout, content will get added to the Description field.

In order to solve this, we created a new field ,added the field to the layout and hide the field using UI policy. This will add the content to the new field and avoid the knowledge contents from getting added to other field. Though this is not the best solution we can have, it solved our use case.

Venkatraman.