KB How "Attach to incident" works ?

[pradeepgupta]

Hi All,

While referring Knowledge Article to any incident/problem, how "Attach to incident" button works.

When we click on "Attach to incident" than, knowledge article gets attached to incident/problem, I wanted to understand the working of this button.

Actually I need to do some customization in it, like where to attach, which field of incident will be filled with knowledge article detail etc.

[Slava Savitsky]

Hi Nathan,

Are there any errors in the browser's console? If there is an issue halfway through, the rest of the code does not get executed.

[natem]

Thanks Slava. Yes, there is an error in that chunk of code for adding to the comments field at line 191.

[Slava Savitsky]

I am afraid the image you tried to share is unavailable. Could you please attach it once again? Thanks.

[Nitin_NOW]

Hello Slava

Your information really helped me a lot and understood the current functionality. However I'm stuck at one point. Do you know where the hyperlink/URL for the KB number is being configured/set? Currently once the KB number is updated to the comments field of Incident record, onClick of the number it takes us to a page/ESS portal which we are no longer using it. I want to change the redirection of the KB to our SP view. 

When I was checking the 'KnowledgeAjax' script include I found the below piece of line 

This is exactly how our comments field (Incident form) is updated with the KB article link

I also noticed one thing, when we click on 'Attach to Incident' button I can see an URL is being formed in the comments field, I think that is the link to be modified but I was unable to capture as it was visible onLoad and disappeared immediately.

Any idea where can we modify that link? 

Thanks in Advance!

[Nitin_NOW]

Probably the below highlighted link is what I would like to modify and update with our SP link.