Notifications

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Description

Incidents list shows that the KB article number is Empty even though there is one or more KBs attached.

Release or Environment

Madrid Patch 5

Cause

No functionality defined to update the custom dictionary field on the Incident form.

Resolution

Customer Dictionary Field: KB ArticleNumber
https://<instance>.service-now.com/nav_to.do?uri=sys_dictionary.do?sys_id=d16adc4f6f04ea40fe2a884f8e3ee40e

This dictionary record is not getting updated on the Incident records as there is no script or functionality defined on the instance.

Attached Knowledge is different from this custom dictionary record.

Need to develop script to update the KB ArticleNumber dictionary record when a knowledge article is attached to the incident.

Article Information

Last Updated:2019-08-21 12:13:01
Published:2019-08-21