create incident from interactions, KB Article need to autopopulate from interaction

[Dileep Raju]

When Agent and end user connected, If agent create incident and Attach KB Article in interaction record on behalf of end user .KB Article need to autopopulate from interaction to incident

[Community Alums]

Hi @Dileep Raju ,

Here are the possibilities :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0854171

[Dileep Raju]

Hi @Community Alums 

Thank you for quick response

Could you please provide steps as to achieve this task

[Danish Bhairag2]

Hi @Dileep Raju ,

You can write an business rule after insert on attachment table & put a condition like file name starts with KB & then in advanced section u can write the code 

var copyAtt = new GlideSysAttachment();

copyAtt.copy('interaction',current.table_sysid, 'incident',targetSysID);

Please Note here u need to write the logic to find the incident sysid which is attached to the interaction record & place it in targetSysID

Thanks,

Danish

[Dileep Raju]

Hi @Danish Bhairag2 

Thank you for quick response

It is not working. Actually kb article link is attaching to journel entry list. So I need to auto populate interaction worknotes kb article link to incident worknotes