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10-29-2020 08:37 AM
Hi all,
when I impersonate a user with itil role, once the incident is closed the user receives the following message "You do not have permission to contibute to this knowledge base".
What changes do I need to make to allow the user contibute to the KB?
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10-30-2020 01:56 AM
Basically kb categories are stored in different table so you have glide record to that table and grab the sys_id of category
Here's the sample example
I tested it with
incident category value = hardware
knowledge category value = hardware
var target = new GlideRecord('kb_category');
target.addQuery('value',current.category);
//target.addQuery('label',current.category); //you can also use label
target.query();
if(target.next()) {
kb.kb_category = target.getUniqueValue();
}
Regards
Pranav

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10-29-2020 10:08 AM
you can't do like that as categories incident are different compared to categories in Knowledge.
You have to set it manually or create some kind of relationship.
Regards
Pranav
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10-30-2020 01:14 AM
Actually, I have set the same categories on my instance.
For example: Incident categories --> Applications, Hardware, Software.
The incident creates a knowledge article on the "Incident Knowledge Base".
In the "Incident Knowledge Base" I have the following categories -->Application, Hardware, Software.
When I close one incident with category "Application", I want automatically to create an article on "Incident Knowledge Base" with category "Application".
That's my scenario.
Any ideas?

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10-30-2020 01:56 AM
Basically kb categories are stored in different table so you have glide record to that table and grab the sys_id of category
Here's the sample example
I tested it with
incident category value = hardware
knowledge category value = hardware
var target = new GlideRecord('kb_category');
target.addQuery('value',current.category);
//target.addQuery('label',current.category); //you can also use label
target.query();
if(target.next()) {
kb.kb_category = target.getUniqueValue();
}
Regards
Pranav
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10-30-2020 03:36 AM
Thank you so much Pranav!!! It works!