Specify field for attached Knowledge article links

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Specify which field to add a note to when you attach a Knowledge article to a record.

    Before you begin

    Role required: admin

    About this task

    When you attach a Knowledge article to a record, by default a link to the Knowledge article is added to the Additional comments (Customer visible) field. You can specify the field for this link based on the table. For example, a Problem record doesn't have the Additional comments (Customer visible) field on the form, so the Attach action is configured to add the note to the Work notes field.

    You can specify the field either globally or locally. The local field for a table overrides the global default field value.

    To specify the global field, navigate to Knowledge > Administration > Properties > Other Knowledge Properties and specify the name of the field in the glide.knowman.attach.fields property.

    You can specify the local field using the following procedure.

    Procedure

    1. Navigate to All > Contextual Search > Table Configuration.
    2. Open the table configuration that you want to change attachment fields for.
    3. Select the Search Action Configurations related list.
      Field where a link to the Knowledge article is embedded.
    4. For each search action that you want to change the default field for, perform the following steps:
      1. Open the search action.
      2. Select the Use custom field for attach note option, if not already selected.
      3. In the Attach note field, enter the name of the field that you want to copy the article information into, such as comments or work_notes.

        If field is not present on the form, Agent Assist will fallback on comments or description field depending on what is available.

      4. Select Update.
      Note:
      • If you don't want to add a note to any field, leave the Attach note field blank.
      • If the field you have specified in the Attach note field isn't found on the form, then the note isn't added to any field.

    What to do next

    Clear the system cache to make sure the changed field specification applies. You can clear the system cache by appending cache.do to the instance URL. For example, https://<instance name>.service-now.com/cache.do.
    Warning:

    Clearing the system cache can affect overall performance and degrade system response times. Don't run cache flushes during business hours, and don't trigger cache flushes automatically.