knowledge checkbox on incident form

[jean-pauldehaas]

Hi,

We have the knwoledge checkbox on the incident form under the resolution tab, we have set it up when a user resolves a ticket and checks the box it creates an KB article in draft.

The knowledge base it creates it in is some kind of default knowledge base which is set by a BR script, we want to prompt the user to select the correct knowledge base.

any ideas ?

[Community Alums]

Hi @jean-pauldehaas ,

1. Deactivate the OOTB BR to create Knowledge when Checkbox is true and incident changes to Closed.

2. Create onSubmit client script with below script:

function onSubmit() {
    if (g_scratchpad._action_confirmed) {
        return true;
    }

    var state = g_form.getValue('state');
    var knowledge = g_form.getValue('knowledge');
    var shortDes = g_form.getValue('short_description');
    var num = g_form.getValue('number');
    if (state == '7' && knowledge) {
        var gm = new GlideModal("glide_prompt", true, 600);
        gm.setTitle("Confirm Knowledge Base");
        gm.setPreference("title", "Please enter the knowledge base");
        gm.setPreference("onPromptComplete", doComplete);
        gm.setPreference("onPromptCancel", doCancel);
        gm.render();
    }

    function doComplete(value) {
        if (value != '') {
            var ga = new GlideAjax('validateHelper');
            ga.addParam("sysparm_name", 'createArticle');
            ga.addParam("sysparm_input", value.toString());
            ga.addParam("sysparm_sysID", g_form.getUniqueValue());
            ga.addParam("sysparm_shortDes", shortDes);
            ga.addParam("sysparm_num", num);
            ga.getXMLAnswer(getResponse);
        } else alert('You should enter the knowledge base');
    }

    function getResponse(response) {
        if (response != 'Knowledge base not found') {
            g_scratchpad._action_confirmed = true;
            gsftSubmit(null, g_form.getFormElement(), g_form.getActionName());
			g_form.addInfoMessage(response);
        } else alert(response);
    }

    function doCancel(value) {
        alert("in doCancel.  Update is aborted.  value = " + value);
    }
    return false;


}

3. Create a Script Include "validateHelper", Client callable is True, with Script as below:

createArticle: function() {
        var result;
        var input = this.getParameter('sysparm_input');
        var sysID = this.getParameter('sysparm_sysID');
        var shortDes = this.getParameter('sysparm_shortDes');
		var num = this.getParameter('sysparm_num');
        var base = new GlideRecord("kb_knowledge_base");
        base.addQuery('title', input);
        base.query();
        if (base.next()) {
            var kb = new GlideRecord("kb_knowledge");
            kb.source = sysID;
            kb.short_description = shortDes;
            kb.sys_domain = 'global';
            kb.workflow_state = 'draft';
            kb.kb_knowledge_base = base.getUniqueValue();
            kbSysId = kb.insert();
            if (kbSysId) {
				result = gs.getMessage('Knowledge Article created: {0} based on closure of Incident: {1}', [kb.number, num])
            }
        } else result = 'Knowledge base not found';
        return result;
    },

Please test it and give your feedback.

[jean-pauldehaas]

@Community Alums thanks i tried it but nothing pops up where i can enter the knowledge base when i resolve an incident.

any idea?

[Community Alums]

@jean-pauldehaas you mean there was no pop-up modal? I tried multiple times it worked.

Could you check if this condition is correct? Which of the below alerts appear?

alert(state + ' ' + knowledge)
if (state == '7' && knowledge) {
   alert('condition true')
}

 Note that you have to change the Incident state from other states to Closed and Knowledge checkbox is ticked -> Save the record -> Modal displays

[jean-pauldehaas]

@Community Alums this is how the client script looks like :

The 2 alert lines were not in your previous script

also it needs to appear on resolve not closed but thats why i changed 7 to 6

[Community Alums]

@jean-pauldehaas The client script should run on Incident table, this is where we handle the pop-up