Create KB from INC/RITM

[CV1]

Hello All,

We have a requirement where

• Check if the INC or RITM is assigned to groupa or groupb.
• When the INC/RITM is resolved /close completed, display dialog if they wnat to create a KB for that ticket
• if user says yes then create KG or open KB portal with the specified category

Looking for help and steps to achieve this.

TIA

[Ankur Bawiskar]

@CV1 

then simply handle this in the OOTB BR on incident table which does this

Add condition for Group A or Group B in the BR

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Sarthak Kashyap]

Hi @CV1 ,

I tried your problem in my PDI please check below solution 

I created a Client script OnChange - state and added below code 

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
    if (isLoading || newValue === '') {
        return;
    }

    var sysId = g_form.getUniqueValue();
	alert("Here");

    // Incident states
    if (newValue != 6 && newValue != 7){
		alert("State is " + newValue);
		return;
	}
        


    var ga = new GlideAjax('CreateKBArticle');
    ga.addParam('sysparm_name', 'shouldPromptKB');
    ga.addParam('sysparm_table', "incident");
    ga.addParam('sysparm_sys_id', sysId);

    ga.getXMLAnswer(function(answer) {
		alert("Inside Answer = " + answer);

        if (answer !== 'true')
            return;

        var ask = confirm("Do you want to create a Knowledge Article for this ticket?");

        if (ask) {
            openKB();
        }
    });

}


function openKB() {

    var url =
        '/kb_knowledge.do?sys_id=-1' +
        '&sysparm_query=' +
        'kb_knowledge_base=a7e8a78bff0221009b20ffffffffff17' +
        '^kb_category=ed1c2552ff0131009b20ffffffffff65' +
        '^source=' + g_form.getUniqueValue();

    g_navigation.open(url);
}

I created a Script Include, client callable and added below code 

var CreateKBArticle = Class.create();
CreateKBArticle.prototype = Object.extendsObject(AbstractAjaxProcessor, {

	shouldPromptKB: function () {

        var table = this.getParameter('sysparm_table');
        var sysId = this.getParameter('sysparm_sys_id');

        var gr = new GlideRecord(table);
        if (!gr.get(sysId))
            return "false";

        var allowedGroups = [
            '8a4dde73c6112278017a6a4baf547aa7',
            '287ee6fea9fe198100ada7950d0b1b73'
        ];//software, database

        if (!gr.assignment_group || allowedGroups.indexOf(gr.assignment_group.toString()) === -1)
            return "false";

        if (table === 'incident') {
            if (gr.state != 6 && gr.state != 7) // Resolved / Closed
                return "false";
        }

        if (table === 'sc_req_item') {
            if (gr.state != 3) // Closed Complete
                return "false";
        }

        return "true";
    },

    type: 'CreateKBArticle'
});

Result

Currently this Inc is in IN Progress state when I change to Closed it ask me create KB Article 

It will navigate me to KB Article 

Please mark my answer correct and helpful if this works for you

Thanks and Regards,
Sarthak