Hi @June Anderson
I believe it is possible.
You can start by defining a template for the Known Error article. This template should include the necessary fields and information that you want to populate automatically from the corresponding Problem record.
2. Now Determine the trigger point for the creation of the Known Error article.
In this case, the trigger point is when the Problem record is moved to the closed state.
You will use a Business Rule to detect this state change and take action accordingly.
3. Create a Business Rule on the Problem table that runs when the state of the Problem record changes to closed.
The Business Rule should contain a script that will create the Known Error article based on the template you defined in step 1.
This script will copy relevant information from the Problem record to the Known Error article.
// Business Rule script on Problem table
(function executeRule(current, previous /*, ... other inputs ... */) {
if (current.state.changesTo('closed')) {
// Create a new Known Error article
var knownError = new GlideRecord('known_error');
knownError.initialize(); // Initialize a new record with default values
// Copy relevant information from the Problem record to the Known Error article
knownError.short_description = current.short_description;
knownError.description = current.description;
// ... copy other relevant fields ...
knownError.insert(); // Save the new Known Error article
}
})(current, previous);
Please, don't forget to mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!
Regards,
Tushar
