Purpose of OOTB Business Rule "Problem Create Knowledge"

[Rakesh_M]

Hi all,

I came across an out-of-the-box Business Rule on the problem table called "Problem Create Knowledge" (sys_id 877c97b80a0a3c740147ca0a46126576).Its condition is current.problem_state.changesTo(4) && current.knowledge == true — but problem_state on our instance uses values like 101, 102, 103, 104, 106, 107, so 4 doesn't match any real state.

Can anyone explain what this Business Rule is actually meant to do / used for? Trying to understand its intended purpose.

Thanks,
Rakesh

[DGAJ]

Hi @Rakesh_M ,

Probably better to understand the use case in this scenario:

When a Problem Manager or Service Desk Engineer resolves a complex problem following the life cycle (including root cause analysis), they check the knowlege checkbox on the Problem record before setting the state to Closed. Once saved, this script automatically converts the problem's resolution details (from work notes) into a draft knowledge article ensuring solution insights are preserved and available for IT support agents or end-users handling similar issues in the future.

The value 4 (closed/resolved)in the condtion is the legacy state model. When the Problem Management Best Practice plugin (the newer Problem state model, introduced around the Madrid release) is activated, it replaces the old 1–7 state values with the 101–107 numbering you're seeing on your instance.

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Best regards,

[Rakesh_M]

Hi @DGAJ ,

Our instance has both com.snc.best_practice.problem.madrid.knowledge and com.snc.best_practice.problem.madrid.state_model active, but the Business Rule still references problem_state.changesTo(4).

Is there any other plugin or dependency that I might be missing?