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:
(function executeRule(current, gSNC, gUser, gSNCSession) {
// Define the state value for "Resolved" (adjust if necessary)
var RESOLVED = '6';
// Check if the state is changing to "Resolved"
if (current.state.changesTo(RESOLVED)) {
// Check if a Knowledge Article is attached via the m2m relationship
var hasKnowledgeAttached = false;
var gr = new GlideRecord('m2m_kb_task'); // This links KBs to tasks like incidents
gr.addQuery('task', current.sys_id);
gr.query();
// If a knowledge article is attached, allow resolution
if (gr.hasNext()) {
hasKnowledgeAttached = true;
}
// Alternatively, check if there is a draft KB article
var hasDraftKB = false;
var draftGr = new GlideRecord('kb_knowledge'); // Check for draft knowledge articles
draftGr.addQuery('state', 'draft'); // Assuming 'draft' state is used for drafts
draftGr.addQuery('incident', current.sys_id); // Link to incident, adjust if necessary
draftGr.query();
if (draftGr.hasNext()) {
hasDraftKB = true;
}
// If neither a KB nor a draft article exists, prevent resolution and show an error
if (!hasKnowledgeAttached && !hasDraftKB) {
gs.addErrorMessage('You must attach a Knowledge Article or create a draft before resolving this incident.');
current.setAbortAction(true);
}
}
})(current, gSNC, gUser, gSNCSession);
