Need to auto populate knowledge base based on the case type

[Muffin]

I need to auto populate knowledge base on the KCS Article when I hit create knowledge UI action in the case form based on the case type. Example: Product Defect, technical Issue case types etc. Thanks in advance.

[Sandeep Rajput]

@Muffin You can put an Switch/If block in the script field of Create Knowledge UI Action and based on the current record case type set the knowledge base on the knowledge article to be created.

Hope this helps.

[AshishKM]

Hi @Muffin , 

You need to configure ( map ) knowledge base & case type first.

After that you can update the "Create Knowledge" logic for adding knowledge based on case type.

-Thanks,

AshishKM

[Muffin]

Thanks @AshishKM  I have mapped knowledge base and case type via csm table map. What do I need to next. Could you please help?

[AshishKM]

Check the UI Action code, there must be some code inserting the KB in kb_knowledge table.

Example from Incident Mgmt module. , check the line 29, setting the kb base. find the same in your instance and update using the current object.