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]

Thanks Chuck. Does this mean the Key is not added in the Messages table if yes then how does the getMessage work? Please advise if i am missing something here.

Regards,

Rein

[Chuck Tomasi]

Hi Rein,

If the developer does something like:

var nameField = 'Chuck';

var msg = gs.getMessage('My name is', [nameField]);

gs.addInfoMessage(msg);

If the key 'My name is' is not found in the Messages table, it uses what's in the quotes, which means programmers can get lazy and it shifts the burden to the translators later.

As best practice, I prefer to use keys that look like keys.

gs.getMessage('my_best_error_message') and add them the messages list right away. If they aren't there, it's very obvious when you see that message with underscores on the screen.

[Renuka8]

Hi Chuck,

Thanks for the explanation. As you said either there should be Key created in Messages table or the message is written within the quotes in some script which is displayed. But in this case i am not finding below message even in Script include/BR/Macro if used within quotes.

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

[Chuck Tomasi]

Correct. The message may be coming from a platform (Java) message which we have no control over. Because it's a composite message with MSG and GMLD, I'm not sure modifying a single key is going to get you where you want. If it just said MSG, you could try creating a new key. We really need a ServiceNow developer to jump in here.