The Create Known Error Article link on the Problem form is not associating the problem number

[TrenaFritsche]

In New York, in a clients instance, the Create Known Error Article link on the Problem form is not associating the problem number to the Knowledge Article.  Not sure what might be causing this to occur.  I have looked at the UI Action for that link.  I am not sure how to follow the Script Include CSMTableMapUtil.  Not sure what it is trying to do.  Any thoughts on how to make this occur and how this script include is supposed to work?

function createKEClient() {
if(g_form.modified) {
getMessage("You have unsaved changes. Please save them to continue.", function(msg) {
g_form.addErrorMessage(msg);
});
}else{
g_form.submit('create_ke_article');
}
}

if(typeof window == 'undefined')
createKEServer(current);

function createKEServer(current){
var map = new global.CSMTableMapUtil (current);
map.findMapByName("problem_known_error_article");
var targetURL = map.getTargetURL();
if(targetURL) {
action.setReturnURL(current);
action.setRedirectURL(targetURL[0]);
}
}

[SanjivMeher]

So there is a table called csm_table_map. Open the table and search for 'problem_known_error_article' is the API name in that table. The script include CSMTableMapUtilSNC has the logic.

So it seems to be mapping all the field from problem to known error based on the records in the mapping table. You need to check the table csm_table_map to find out what is going on.

[TrenaFritsche]

Thank you Sanjiv, I looked at that table but didn't understand it until you confirm what it is doing.  When I look in my PDI for how it might be mapped, there are no rows in that table?  Do I have to have specific plugins installed to see this data OOB?

[TrenaFritsche]

The mapping that I found for problem_known_error_article is the following:

And the source field appears to be mapped with the problem's sys_id, so I would think it should be working.  Any thoughts as to why it might not be mapping correctly?

[SanjivMeher]

Can you check the target table for me?

I couldn't find source field. I could only find parent.