Restricting KB articles attachment to incidents' comments based on Knowledge base

[tirtha1]

Hello Community,

Here to seek some guidance on how to restrict knowledge articles attachment on task records based on Knowledge base. The details are as below

1. Knowledge articles from End User knowledge base (visible to all) are to be attached to Tasks' comments.
2. Knowledge articles from other knowledge bases (support user specific) to be attached to Tasks' work notes

I have checked the knowledge articles properties(glide.knowman.attach.fields)and Search Action Configuration (Attach) under Table Configuration (Incident) for the setup but those only can achieve the post on any one of the journal field irrespective of the KB Base. Any sort of response will be much appreaciated.

Regards,

Tirtho

[Kim27]

You may want to check out this documentation on how to Specify field for attached Knowledge article links. 

If I understand it correctly, it appears you may be able to include a limiting condition as to when an article can be attached. Perhaps adding "Knowledge Base is <XX>" do not allow task attachment. You can also select the field the KA gets added to. 

[tirtha1]

Hello Kim,

Thank you for the response. I am looking for a customization where the knowledge search will not be restricted to any knowledge base but the attachment will be added dynamically to incidents' comment for a end user specific articles and to incidents' work notes for non-end user specific articles. Currently the Attach buttons under Search Action Configuration don't have the scope of any customization (being read-only). 

Regards,

Tirtho