auto-populate KB article on incident

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Lemajeur
Mega Expert

‎03-07-2019 01:45 AM

Hello,

 

I have a requirement to auto-populate some KB article on incident custom field called XXX when a certain specific CI is selected. What is the best way to achieve this ? On Change client script with a script include? If you have implemented this before or have ideas, I would appreciate it a lot

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asifnoor
Kilo Patron

‎03-07-2019 01:54 AM

If you are referring to showing an existing KB ARticle number in a field in the incident, then yes you need to write an onchange script on CI item and call a script include which takes the CI tems, fetches the KB and returns you the matching KB article number.

Mark the comment as a correct answer and helpful if this answers your question.

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asifnoor
Kilo Patron

‎03-07-2019 01:54 AM

If you are referring to showing an existing KB ARticle number in a field in the incident, then yes you need to write an onchange script on CI item and call a script include which takes the CI tems, fetches the KB and returns you the matching KB article number.

Mark the comment as a correct answer and helpful if this answers your question.

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