Currently, when using the Knowledge Base's 'Attach to Incident' functionality, the article is pasted into the article's Additional Comments field (which is customer visible). We would like to be able to use this, but there are risks involved with sha

[sauravpal]

Currently, when using the Knowledge Base's 'Attach to Incident' functionality, the article is pasted into the article's Additional Comments field (which is customer visible). We would like to be able to use this, but there are risks involved with sharing data that is not intended to be visible for end users. Could this be redirected so that the article is inserted into the Work Notes field in the ticket?

[Michael Fry1]

Under Knowledge > Properties, there is an option: When attaching an article to an incident, problem, or catalog task, copy the article content into the following field. You can specify a separate field for each table you want to attach articles to as a comma-separated list. Use dot walking to copy the article content into related records. If a specified field does not exist, that field is ignored.

default is comments. You can change to work_notes.

[Community Alums]

This is the right answer.

[Rachel38]

This property doesn't work since we switched to Service Operations Workspace. Attached knowledge articles are being saved in the customer visible notes. Is there an update on how to fix this in Service Operations Workspace? 

[Daniel_Miller]

Did you ever get a reply or a fix for this?  We are having the same issue.