KB Attach to incident

[soren_bogvad]

We are planning to use contextual search and the option to attach knowledge articles to incidents.

I have configured the attach button to 'embed link to article' but I'm wondering if it is possible to include a standard message when using the 'Attach' button and not just having it put in "Knowledge article KB0012345: [code]<p>Testing</p>[/code]" in the User comments field.

E.g

"Please see attached knowledge article to resolve your issue.
Knowledge article KB0012345: [code]<p>Testing</p>[/code]"

I know that the button is within a UI Macro and thereby read-only but perhaps there is some way around this.

[ist]

Hi Soren,

Could you please share the code to Embed Link to the article ??

I have a similar requirement.

[soren_bogvad]

Hi Ist,

You can change the method of attachment by changing ‘KB attachment’ under ’Contextual Search – Table Configuration – Incident [incident]’.

Here you can choose whether to attach as ‘Embed link to article’.

However I haven’t succeeded in adding my own text with the link yet but are still trying to find a way around the issue.

[navya28]

helped alot

[monisaac]

Hi Søren

We have encountered an almost similar situation when we activated the Attach to Incident feature last year - our problem was the whole Article itself was being displayed on the Incident notes (Activity Log)/ User Comments field. This led to us temporarily disabling the feature as some users complain that notes has become too long.

What we did is we created a business case (Story) in ServiceNow for the developers to work on and change it do display   Knowledge article: KB0014065 was attached. It took time for the requirements to be met by the dev team but we got the result and by July 2017 the Attach to Incident feature is running fully on our ServiceNow platform