Prevent Incident Resolution without KB attached or draft created
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04-16-2025 04:52 AM
Hi community,
I'm trying to develop/test a step in our incident management process where an incident cannot be resolved unless a KB article is attached or a draft created and I've tried this using a business rule, but the incident is still resolving and no message is displayed, can anyone advise where I'm going wrong?
Many thanks,
Alex
Here is the business rule condition:
Script:
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04-16-2025 06:03 AM
Hello @Alex Saager1 ,
I'm not sure if you are using any additional plugins, but OOTB a Knowledge Article does not have a field named "state". Please replace this with "workflow_state".
An article also does not have an "incident" field. The only OOTB field that can reference a Task record is called "source".
You're also using unusual IIFE parameters in your script: typically a BR script looks like this:
(function executeRule(current, previous /*null when async*/) {
...
})(current, previous);
Regards,
Robert