Display Incident References in the Article Views Page

An incident reference is a table that lists the incidents that an article links to. It is displayed on the Article View page so that agents can check whether an article has been used to solve similar incidents. The reference includes the incident number, status, summary, date and time opened, and date and time closed for each incident. Incident references display by default.

1. Go to Site Configuration, then Configuration settings.

2. Expand the RightNow Common > Oracle Knowledge Cloud Services > General folders to display the knowledge configuration settings.

3. Enable incident reference by changing the value of OKCS_SHOW_INCIDENTLINK_INFO to true.