How to make knowledge article attachment mandatory on incident form based on resolution code choice.

snow_beginner · ‎02-01-2024

Hi,

So there is a requirement that if the 'Resolution Code' = Known Error on the incident form then an attachment needs to be mandatory of a Knowledge article. How would I achieve that functionality? To make the (📎) thats on top of the form mandatory, what would be needed?

Amit Verma · ‎02-02-2024

Hi @snow_beginner

Make a Business Rule as below on the incident table :

(function executeRule(current, previous /*null when async*/ ) {

    if (current.hasAttachments() != true) {

        gs.addInfoMessage("Please add a relevant knowledge article to proceed!!!");

		current.setAbortAction(true);

    }

})(current, previous);

Output :

Thanks & Regards

Amit Verma

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Amit Verma · ‎03-04-2025

@Akansha Gupta

Preferred way would be Business Rule as client script requires DOM Manipulation.

Please mark this response as correct and helpful if it assisted you with your question.

Akansha Gupta · ‎03-04-2025

@Amit Verma - thanks a lot for your help!