Default Knowledge Base not setting for “Create Knowledge” UI Action

klvinodini
Giga Contributor

4 weeks ago

Hi all,

 

A user can create a Knowledge article from an Incident using the out-of-the-box “Create Knowledge” UI Action.

The default Knowledge Base should be set to IT Knowledge automatically.

I have already set the property glide.knowman.task_kb to the sys_id of the IT Knowledge base,
but when creating an article from an Incident, the Knowledge Base still shows blank (not defaulting).

Has anyone faced this issue or knows if any additional configuration is required for this default setting to work?

 

Thanks in advance!
— Vinodini

  • 269 Views
1 REPLY 1

Takeru
Tera Guru

3 weeks ago

I have encountered the exact same issue.

My findings were as follows:

  • The default value for the knowledge base in Dictionary Entries had the dynamic filter option enabled.
  • The dynamic filter option specified a script named "getDefaultKB()", which references the business rule "knowledge functions".
  • The business rule "knowledge functions" queried to return records where the "Active" field in the "kb_knowledge_base" table has a value of "True".

It probabry appears that there are multiple records in the "kb_knowledge_base" table where the "Active" field has a value of "True", and these are showing up as blank.

0 Helpfuls