Incident Create Knowledge BR is not working

[geet]

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

[geet]

Hi Varad,

I did everything you suggested, still it didn't work and i checked comment by Kannan and found two knowledge checkboxes on incident form.

[varads_kulkarni]

Hi Shikha,

That's right and you see I have liked Kannan's comment. Please mark it correct once you test with the pre-defined conditions. Learnt a new thing because of this question, Thanks to both of you

Best Regards,

Varad

[Kannan Nadar]

Hello Shikha,

If the checkbox is getting blank automatically, then I believe you added the "knowledge" field to the form layout manually. But it is already present inside closure information tab.

Can you please verify that?

Thanks,

Kannan

[geet]

Hi Kannan,

Yes there were 2 checkboxes on my inc form.

i removed the one from   the form layout and used the OOB one which is there in closure section.

Here are the results:

But this has been tested with BR which has no condition.

Now i will test with BR placing same conditions which were there and will test and reply. 🙂

[geet]

Hi Kannan,

Till the time condition was not there in   BR everything went well. As i put the OOB condition in that and test the checkbox below is the error i am getting:

Though it is showing in infomessage that KB is created but when i check KB table there is no such record:

Also i had put below log in my BR and i can see it there :

Please suggest !!

Regards,

Shikha Khanna