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.

[Renuka8]

Hi,

When KB article is attached to incident there is Info message displayed on form as "Details of ........ have been added to the Additional comments (Customer visible) field"

I have a requirement to modify this message, can someone let me know which script contains this? I checked in Script include, Messsages, UI macro as well but no luck.Please suggest.

ctomasipradeepksharma

Regards,

Rein

[Chuck Tomasi]

According to the translation debug, it is in the Messages table. However there isn't a key by default. That simply means that it is being called with a gs.getMessage() call somewhere. There is also a GMLD prefix on the second half to translate the label.

The trick is, we don't know the key so it's difficult to update. The text is going to look something like this:

Details about {0} have been added to the

MSG: Details of About Windows 10 have been added to the GMLD: Additional comments (Customer visible) field

Interestingly, while looking for this I found what may be a bug with the incident related search results in other languages. So - thanks.

[sunilsafare]

Hi ctomasi

I feel bit confusion when searching for KA's in Geneva version. Suppose if I am creating an incident, I enter some short description, then i can see some KA's and I can see Preview button but not Attach button. But for the same incident I can see Attach button after the incident is created and assigned to is filled.

Could you please help me when Preview and Attach buttons will be visible. I have reviewed docs from wiki but not helpful.

Many thanks in advance!

Regards,

Sunil Safare

[Chuck Tomasi]

You can always preview. The reason Attach is not available on a new record is because the record hasn't been created (saved to the database) so there is nothing to attach TO. When you use that button a many-to-many record gets created to indicate which KBs got related to which tasks. Since the incident only exists in your web browser, and not saved to the incident, there's no sys_id for it to relate and save, so no attach.

I hope that makes sense.

[sunilsafare]

Thanks ctomasi

I got it