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

varads_kulkarni · ‎11-28-2017

Hi Shikha,

Please also check if the knowledge submission workflow is enabled. If so, it will create an entry kb_submission table.

Best Regards,

Varad

geet · ‎11-28-2017

Hi Varad,

I am not able to see any workflow with this name.

Kannan Nadar · ‎11-28-2017

Hello Shikha,

Did you check what value is specified in your "incident_state" field and IncidentState.CLOSED ? Do they match? Does your BR gets triggered?

geet · ‎11-28-2017

It is not doing anything, i did the below thing :

it is not giving anything in log, not even info message, i removed half of the condition also but still after updating anything over form checkbox is getting blank.

Also, on our incident form we are using "state" field not incident_state.

varads_kulkarni · ‎11-28-2017

Hi Shikha,

Recheck if business rule is active.

Humor apart,I would suggest to remove all the conditions and test it. It should ideally trigger the business rule. Also set a field watcher and check if something is disabling the knowledge field.

Best Regards,

Varad