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?

[Jessica-ts]

Hi @Daniel_Miller 

If you only want to apply it to the Service Operations Workspace, the following needs to be done:

• Navigate to All > Contextual Search > Table Configuration
• Search for and open the Agent Assist [incident] for Incident Management for Service Operations Workspace record
• Under the Search Action Configurations related list, search for and open the Attach action label records
• Activate the Use custom field for attach note field
• In the Attach note field, change the value from comments to work_notes
  

[Daniel_Miller]

Thank you Jessica!  I will pass this onto our dev team and admins.  Fingers crossed 🙂

[vinh-doan]

Hi Saurav, simply just go to the KnowledgeBase -> Properties, and change the additional comments field to Work Notes as following screenshot:

Note that you can put in any fields (comma separated) you want, but those field need to be in the form (view), otherwise it will default put in to the additional Comments field. Hope this help, Vinh