View Knowledge Articles from Inc/Prob etc. modules

[dave_m13]

Hi All

We have a link to Knowledge Articles in the various modules in Service Now, however when the link is clicked it takes you directly to kb_knowledge table. What they actually want though is to go directly to the Article in kb_view, this is so they can report on the number of times the knowledge articles have been viewed, through Incidents, Probs etc.

I have disabled the hover icon, so that they can no longer hover or even click to the knowledge table and have added a new UI action that will redirect to the View Article, which works fine. However I would like probably a UI Macro next to the kb field to open up in a new window. They cannot edit anything, so its purely for viewing.

Has anyone done something similar.

Many Thanks

[dave_m13]

If we cannot disable the hover over for a field, would a seperate UI Macro to open the article be better, anyone done this specifically to open kb_view.do/sysparm_article=XXXXXX and not a glide dialog form.

Thanks

[Mark Stanger]

It would be better. See my first comment about adding the formatter. This already exists out-of-box. You just have to personalize your form.

[dave_m13]

Hi Mark

Thanks for this, however after adding the attached_knowledge formatter, it does not seem to have done anything, what am I missing.

[Mark Stanger]

The knowledge formatter isn't visible until a knowledge article has been attached to the task. You can attach a knowledge article by searching from the short description field, selecting an article, and clicking the 'Attach to incident' button.

[dave_m13]

Thanks Mark this works great when you click on the button on the Knowledge Article itself, it adds the article to the Inc/Prob.

However they have a requirement in that they can select a knowledge article in a reference field based on certain criteria. Once the article has been selected it adds the Article number and relates it to the Inc/Prob. So ideally what I would like is to be able to populate the attach_knowledge formatter with the same attached article as well.

I can then hide reference icon and field or do something so that users cannot hover.

Thanks