How to hide 'Create known error article' link on problem form

[PhanitaM]

Hi Team, 

Could someone please help me with configuring the visibility of the "Create Known Error Article" link based on the following conditions:

• For P1/P2 tickets:
  The link should be visible only when the ticket is in the Root Cause Analysis (RCA) state.

• For P3/P4 tickets:
  The link should be visible when the ticket is in New, Assess, or Root Cause Analysis states.

I attempted to use the following condition, but I’m unable to structure it correctly to cover all scenarios:

(!(current.primary_known_error_article)) && (!current.duplicate_of) &&  (  (current.priority == '3' || current.priority == '4') && (current.state == '101' || current.state == '102' || current.state == '103') ) || (  (current.priority == '1' || current.priority ==’2’)&& state == 103

)

Thanks,

[Rafael Batistot]

Hi @PhanitaM 

In here "&& state == 103" you missed "current" 

[kaushal_snow]

Hi @PhanitaM ,

You can modify the UI Action condition field using a script that checks the priority and state of the current record. For P1/P2 tickets, the link should only be visible when the ticket is in the Root Cause Analysis state (state = 103). For P3/P4 tickets, the link should be visible when the ticket is in the New (state = 1), Assess (state = 2), or Root Cause Analysis (state = 103) states. 

(!(current.primary_known_error_article)) && (!current.duplicate_of) && (
  ((current.priority == '3' || current.priority == '4') && (current.state == '1' || current.state == '2' || current.state == '103')) ||
  ((current.priority == '1' || current.priority == '2') && current.state == '103')
)

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[tejas1111]

Hi @PhanitaM ,

Your original logic missed parentheses and had a smart quote. Use this ...\

(!(current.primary_known_error_article) && !current.duplicate_of) &&
(
( (current.priority == '1' || current.priority == '2') && (current.state == '103') ) ||
( (current.priority == '3' || current.priority == '4') && (current.state == '101' || current.state == '102' || current.state == '103') )
)

paste this code in condition field