Hi guys,
We have a custom UI action on our incident form that is used to report a knowledge gap.
The UI action creates a knowledge feedback task and copies certain incident details over to the new knowledge feedback task.
The parent on the knowledge feedback task is set as the Incident number from the incident record. The script for the UI action can be seen below.
var assignment_group = gs.getProperty('RLG.report.knowledgegap.assignment.group');
var url = gs.getProperty('glide.servlet.uri');
var kbtask = gs.getProperty('RLG.knowledge.feedback.task');
gs.setRedirect(url + kbtask + current.short_description +'^close_notes='+ current.
close_notes + '^opened_by=' + gs.getUserID() + '^assignment_group=' + assignment_group + '^parent=' + current.sys_id);
This works 99% of the time. However for a very small % of incident, when I report a knowledge feedback task, the incident reference is not copied in to the knowledge feedback task as the parent.
I can not spot any trend as to the incidents this is happening with - it happens on a very small amount of incidents with no particular pattern.
These incidents do have available sys_ID's to be copied by the script. Can anyone give me any advice on the best way to further troubleshoot why this is happening?
Kind regards,
George
