How to create KB article by using Now Assist

[dkishore090]

Hi All,

When P1 or P2 incidents gets resolved automatically KB article should be created By using custom prompt from Business rule in Zurich.

Kindly share some suggestions/idea.

We have created some BR to achieve this, unlucky this BR not working .
Kindly share with your suggestions/inputs on this.

Table : Incident
Condition : after 
State changed To Resolved 
Priority is P1 or P2

(function executeRule(current, previous) {
  try {

    // ----------------------------------------
    // 1. PREVENT DUPLICATE KB CREATION
    // ----------------------------------------
    if (!gs.nil(current.u_kb_article)) {
      gs.info('[KB Auto-Gen] KB already exists for: ' + current.getValue('number'));
      return;
    }

    // ----------------------------------------
    // 2. FETCH FRESH INCIDENT VIA GLIDERECORD
    // ----------------------------------------
    var sysId = current.getValue('sys_id');
    var incGR = new GlideRecord('incident');
    incGR.addQuery('sys_id', sysId);
    incGR.query();

    if (!incGR.next()) {
      gs.error('[KB Auto-Gen] GlideRecord fetch failed for sys_id: ' + sysId);
      return;
    }

    gs.info('[KB Auto-Gen] Fetched incident: ' + incGR.getValue('number'));

    // ----------------------------------------
    // 3. BUILD PROMPT INPUT PAYLOAD
    // ----------------------------------------
    var promptInput = {
      number:            incGR.getValue('number')            || '',
      priority:          incGR.priority.getDisplayValue()    || '',
      short_description: incGR.getValue('short_description') || '',
      description:       incGR.getValue('description')       || '',
      close_notes:       incGR.getValue('close_notes')       || '',
      resolved_at:       incGR.resolved_at.getDisplayValue() || '',
      cmdb_ci:           incGR.cmdb_ci.nil()          ? '' : incGR.cmdb_ci.getDisplayValue(),
      assignment_group:  incGR.assignment_group.nil() ? '' : incGR.assignment_group.getDisplayValue(),
      resolved_by:       incGR.resolved_by.nil()      ? '' : incGR.resolved_by.getDisplayValue()
    };

    gs.info('[KB Auto-Gen] Prompt input: ' + JSON.stringify(promptInput));

    // ----------------------------------------
    // 4. LOOK UP NOW ASSIST PROMPT BY NAME
    // ----------------------------------------
    var promptGR = new GlideRecord('sys_hub_action_type_definition');
    promptGR.addQuery('name', 'KB Generation P1 Change Incident');
    promptGR.setLimit(1);
    promptGR.query();

    if (!promptGR.next()) {
      gs.error('[KB Auto-Gen] Now Assist Prompt not found: "KB Generation P1 Change Incident"');
      return;
    }

    var capabilityId = promptGR.getValue('sys_id');
    gs.info('[KB Auto-Gen] Prompt sys_id (capabilityId): ' + capabilityId);

    // ----------------------------------------
    // 5. CALL NOW ASSIST SKILL
    // ----------------------------------------
    var request = {
      executionRequests: [{
        payload: promptInput,
        capabilityId: capabilityId
      }],
      mode: 'sync'
    };

    var response = sn_one_extend.OneExtendUtil.execute(request);
    gs.info('[KB Auto-Gen] Raw skill response: ' + JSON.stringify(response));

    // ----------------------------------------
    // 6. VALIDATE RESPONSE
    // ----------------------------------------
    if (!response || !response.capabilities || !response.capabilities[capabilityId]) {
      gs.error('[KB Auto-Gen] Invalid or missing capability in response for: ' + incGR.getValue('number'));
      return;
    }

    var aiResponse = response.capabilities[capabilityId].response;
    gs.info('[KB Auto-Gen] AI response: ' + aiResponse);

    if (gs.nil(aiResponse)) {
      gs.error('[KB Auto-Gen] Empty AI response for: ' + incGR.getValue('number'));
      return;
    }

    // ----------------------------------------
    // 7. PARSE AI RESPONSE (handles JSON wrap)
    // ----------------------------------------
    var kbText = aiResponse;
    try {
      var parsed = JSON.parse(aiResponse);
      if (parsed && parsed.model_output) {
        kbText = parsed.model_output;
      }
    } catch (parseErr) {
      // Plain text response — use as-is
    }

    gs.info('[KB Auto-Gen] KB text (first 300): ' + kbText.substring(0, 300));

    // ----------------------------------------
    // 8. CREATE KB ARTICLE
    // ----------------------------------------
    var kb = new GlideRecord('kb_knowledge');
    kb.initialize();
    kb.setValue('short_description', 'P1 RCA - ' + promptInput.short_description);
    kb.setValue('text',              kbText);
    kb.setValue('kb_knowledge_base', 'c7190f9d87384710158b62083cbb3583'); // your KB base sys_id
    kb.setValue('workflow_state',    'draft');
    kb.setValue('author',            gs.getUserID());

    var kbSysId = kb.insert();

    if (!kbSysId) {
      gs.error('[KB Auto-Gen] KB insert failed for: ' + promptInput.number +
               ' — check ACLs and mandatory fields');
      return;
    }

    gs.info('[KB Auto-Gen] KB article created: ' + kbSysId);

    // ----------------------------------------
    // 9. UPDATE INCIDENT WORK NOTES
    // ----------------------------------------
    var kbGR = new GlideRecord('kb_knowledge');
    if (kbGR.get(kbSysId)) {
      current.work_notes =
        'KB Article Auto-Generated:\n' +
        'KB Number: '       + kbGR.getValue('number')            + '\n' +
        'Title: '           + kbGR.getValue('short_description') + '\n' +
        'State: '           + kbGR.getValue('workflow_state')    + '\n' +
        'Link: /kb_view.do?sys_kb_id=' + kbSysId;
    }

    current.setWorkflow(false);
    current.update();

    gs.info('[KB Auto-Gen] Incident updated. Done.');

  } catch (ex) {
    gs.error('[KB Auto-Gen] Exception: ' + ex.message + ' | Stack: ' + ex.stack);
  }

[Tanushree Maiti]

Hi @dkishore090 

You have put lots of gs info and error message . So share us what error /error msg it is throwing/showing.

what is last info message it has printed.

[yashkamde]

Hello @dkishore090 ,

can you plz specify where are you stuck OR where the BR is failing?