Incident Create Knowledge BR is not working

geet · ‎11-28-2017

Hi Team,

OOB knowledge checkbox and its BR "Incident Create Knowledge " are not working.

Everytime i impersonate as a caller and click on knowledge checkbox and click close incident then after closing checkbox again get blank and no knowledge article created.

Can anyone suggest something to resolve it.

Regards,

Shikha Khanna

Kannan Nadar · ‎11-30-2017

Hello Shikha,

I see in the OOB business rule, it is setting the knowledge base from the property "glide.knowman.task_kb". Can you check what value is set here? Once you find the knowledge base, navigate to it and you should see a related list called "Can Contribute", check if the user matches the criteria defined in it.

Thanks,

Kannan

View solution in original post

ruzzty06 · ‎11-28-2017

Are callers without role allowed to create knowledge?

geet · ‎11-28-2017

Hi Rusty,

As per the OOB process: only Itil role is required to create a knowledge article, so caller is already having ITIL role.

Create knowledge from an incident

varads_kulkarni · ‎11-28-2017

Hi Shikha,

A few questions.

1) Have you customized the business rule or is it OOB?

2) Could you please share the business rule conditions and script?

Best Regards,

Varad

geet · ‎11-28-2017

Hi Varad,

PFB screenshot of BR: