When users try to attach a knowledge article from the Short Description in an incident form, the header on the kbpop window is hidden, and the user does not have the option to attach the KB article to the incident.

Steps to Reproduce


Make sure

  1. Go to / and set the property glide.knowman.show_flag to false.

  2. Ensure that the user does not pass canContribute.

    For more information, see the product documentation topic Select user criteria.

  3. Impersonate a user who has access to create and modify incidents.

  4. Disable contextual search on the incident form.

  5. Open any incident and click the Search knowledge icon next to the short description.

  6. Select any knowledge article.

    Note the user does not have the option to Attach to Incident.

    Expected behavior: If a user has access to update or create an incident, they should be able to attach a KB article to the incident.

    Actual behavior: If a user passes canContribute condition for a knowledge article or if the property glide.knowman.show_flag is true, then the user can attach a KB to the incident.




Set the property glide.knowman.show_flag to true so the Attach to Incident button is displayed for users regardless of the canContribute access to KB articles. 


Related Problem: PRB667848

Seen In

Fuji Patch 11
Geneva Patch 7
Helsinki Patch 4

Fixed In

Helsinki Patch 9
Istanbul Patch 2

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:34:43