Attaching Article to Custom field on Incidents in Agent workspace not workingDescriptionThe customer created a reference field, which they expected to get updated with the KB record when they attach any KB using the Agent Assist. However, this is still attaching only to the Work notes as usual.CauseBasically, when a user attaches a KB through Agent Assist, it actually inserts a link in the work notes, and that too in an HTML coded way, which is meant for only journal type of fields. The configuration where it is addressed to attach the link is present on the cxs_ui_action_config table, with the action name as 'Attach'. It can be noticed, below the field 'Use custom field to attach note', which says in the annotation. Chances are, this field is not updated with the required field name. However, having the name of the reference field on this will also not solve the issue, as the Attach action, as said above creates a link, and Reference fields will not interpret it correctly. Usually, it should be a one-to-many relation between incident and knowledge table. However, looking at the functionality of the 'Attach' on the agent workspace, it is not used to put a sys_id or reference of a KB on the field that you will mention on the above URL config. It just simply adds a hyperlink to the KB and is not responsible to update the value on the field. So, when customers are attaching the KB using 'Attach' button, it basically updates a hyperlink to the KB, which is specifically meant for a journal type field (it will look like ). Now, when they have put the custom field as a reference field, it updates the field with the hyperlink code. It points to nothing (as reference field can only hold sys_ids), but it still is a value.ResolutionWith the above config, it(Agent Assist attach button) is not meant to update the KB in a reference type field. There is no OOB way to achieve this requirement right now, but through some customization, customers may be able to do this. However, we might not be able to provide any support on such, as from Technical support we have limited scope on that. Alternatively, customers can change the field on the above config to a journal field that is on the form layout.