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 ?

[jean-pauldehaas]

i did now but still nothing happens... i cant even resolve an INC anymore when i have these 2 scripts active

[Community Alums]

@jean-pauldehaas , I just tried with Resolved and it worked in my PDI, please modify to below script:

if (state == '6' && knowledge == 'true') { // add the condition for the Knowledge checkbox
        alert('condition true'); // ADD this line to see if it displays
        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();
    } else return true; // ADD this line so that it will allow Submit if not match condition

Next time the State changes to Resolved and Knowledge true, see it the alert 'condition true' display which means it matches condition

[jean-pauldehaas]

@Community Alums that works, 

so how do i change this field now so users can select the correct knowledge base instead of typing the name ?

and the article should be created after they selected it

[Community Alums]

@jean-pauldehaas , this text box in the pop-up will accept string type, as long as it matches the Title of the Knowledge base, it will create the Article under that base.

Try enter the valid knowledge base. After that go to Article table to check for new article.

Also if the knowledge base title is not correct OR enter with empty value, it will alert error msg.

[jean-pauldehaas]

@Community Alums we dont want them to type the name but they should be able to select it from a list.

also it does not create any article altough i used the correct KB name..