Incident Module query

[Vasu20]

Hi All, 

I have a query, We have the team that does repetitive work and we want to eliminate that.  
Example: 
1>When we have an incident as a Password reset, the incident is resolved through a predefined text that the L1 team copy pastes and closes. 
Providing the Knowledge article information. 
Can we automate this addition of pre-defined text and closure of the incident?

Thanks and Regards,
Vasudev S V

This is one such repeated activity. 
Scenarios like these needs to be solved.

[Ankur Bawiskar]

@Vasu20 

I agree with what Atul has shared.

You should use templates and train your users to start using those as they allow users to quickly and uniformly complete the tickets.

Create a template using the Template form 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Deepak Shaerma]

hi @Vasu20 

i have done similar type of requirement using the business rules, please check the below solution if this works for you:
Create a Business Rule on incident table and put the condition like short_description contains password reset.

Script:

(function executeRule(current, previous /*null when async*/ ) {

        var kbNumber = 'KB0000028'; // Your KB number
        var kbSysId = '3D3020c9b1474321009db4b5b08b9a712d'; // Get from KB article record

        // Create a ServiceNow link to the KB
        var kbLink = 'https://' + gs.getProperty('instance_name') + '.service-now.com/kb_view.do?sysparm_article=' + kbNumber;
		//https://dev277752.service-now.com/now/nav/ui/classic/params/target/kb%2Fen%2Fwhat-are-phishing-scams-and-how-can-i-avoid-them%3Fid%3Dkb_article_view%26sys_kb_id%3D3020c9b1474321009db4b5b08b9a712d

        var note = 'Issue resolved via standard password reset process.\n' +
            'Refer to Knowledge Article: ' + kbNumber + '\n' +
            'Link: ' + kbLink;

        current.work_notes = note;
        current.close_notes = note;
        current.close_code = 'Solved (Work Around)';
        current.state = 6; // Resolved
        current.active = false;
		current.update();


})(current, previous);

Output: 

Please Mark this Helpful and Accepted Solution. If this Helps you to understand. This will help both the community and me..
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Thanks & Regards 
Deepak Sharma 

[Vasu20]

Thank you for the response, making changes in the BR is one way of automation, can you please let me know if there are other ways to automate this process so that the L1 team will not have to look into the incident?

Thanks and Regards,
Vasudev S V