SOW KB Article

Community Alums · ‎10-26-2023

Hi All,

On the SOW Incident form, the KB article is getting attached to the incident using OOB Attach button.

However, i want to know how it is getting attached to incident an article. Could anyone please let me know the backend process(scripts being used and configuration made on this by ServiceNow).

Any help is appreciated!

Thanks in advance !!

Tai Vu · ‎10-29-2023

Hi @Community Alums

So, you can have a look into this Macro below.

Name: cxs_result_table

URL: https://<instance_name>/sys_ui_macro.do?sys_id=0cf64485373321003e7d40ed9dbe5d59

You can also check the Table Configurations [cxs_table_config].

Open the one for Incident, you will be able to find the list of Search Action Configurations under related list. And you will see the Attach action.

Configure table for a contextual search

Cheers,

Tai Vu

View solution in original post

Tai Vu · ‎10-26-2023

Hey @Community Alums

Let's check this table "Knowledge Applied to Tasks [m2m_kb_task]".

Let me know if it works for you.

Cheers,

Tai Vu

Community Alums · ‎10-27-2023

Thanks for the reply Tai!!

This table shows "m2m_kb_task" the list of records where the knowledge article attached to task.

Can i know using which script or configuration build to attach the KB article to an incident?

Tai Vu · ‎10-27-2023

Hi @Community Alums

Check these tables below.

Relevant Document [cxs_relevant_doc]: Groups the Relevant Document Detail individual recorded actions by search session.

Relevant Document Detail [cxs_rel_doc_detail]: The list of individual recorded actions. For example, Preview, This helped, Attach, or Order.

Feedback information on contextual search

After a record generated in that table, the rule below will trigger.

Name: Create m2m_kb_task record on attach
URL: https://<instance_name>/sys_script.do?sys_id=17293eedef62210066fc36caa5c0fb47

=> Just look into this Script Include KnowledgeAjaxSNC, you will see it insert new record into m2m_kb_task

Cheers,

Tai Vu

Community Alums · ‎10-28-2023

Thanks Tai.

I did checked on script -- its some how helped me.

Could you also tell me, before attaching the article to an incident, first its getting visible in the Additional comment field of Incident and then attaching the article to an incident.