Create Incident button from Knowledge Article in Service Portal

[KeithM1]

I'm trying to add the Create Incident button to a Knowledge Article in the Service Portal.  I followed these steps:

1. Change the scope to 'Knowledge Management - Service Portal'

2. Go to any article and Ctrl+Right click on the widget and select Options schema

3. Tick the 'Show Create Incident Action'

The Create Incident action is there under Actions.  The problem that I'm having is when it creates the incident, the verbiage "Created after Knowledge search" isn't showing up in new incident.  I checked the system property glide.knowman.create_incident_link and it is there.  When I try to create an incident from the Knowledge view it works fine.  Just not from Service Portal view.  Any thoughts?

[Juhi Poddar]

Hello @KeithM1 

• Try adding service portal under Categories section in system properties "glide.knowman.create_incident_link"

Hope this helps!

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Thank You
Juhi Poddar

[KeithM1]

I tried that and it didn't work.  One thing that I guess I should have specified is that I'm trying to create the incident in the service portal view (for someone who doesn't have the itil role, etc).

[Juhi Poddar]

Hello @KeithM1 

• The verbiage "Created after Knowledge search" is populated in the Additional Comments field on the Incident form.
• I tested this in my instance via the Service Portal, and it worked as expected for a non-ITIL user.

Additionally, I enabled this feature using Instance Options, rather than the Widget Option Schema, as it was read-only for me.

I assume the Knowledge Article is visible to the user—if so, role permissions should not be an issue.

Hope this helps!

"If you found my answer helpful, please like and mark it as an "accepted solution". It helps future readers to locate the solution easily and supports the community!"

Thank You
Juhi Poddar