Copy information from an incident into a knowledge article by creating custom mapping between the Incident table and the KCS article table.

Before you begin

Role required: admin
  • You must activate the Knowledge Advanced plugin (com.snc.knowledge_advanced).
  • You must activate the KCS Article template.
    1. Navigate to Knowledge > Administration > Article Templates.
    2. Set the Active field to true for the KCS Article template.

Procedure

  1. In the filter navigator, type csm_table_map.list.
  2. Click New.
  3. In the Mapping Name field, enter Incident KCS Article.
  4. In the Source Table field, enter Incident.
  5. In the Target Table field, enter KCS Article.
  6. Right-click the form header and Save.
  7. In the Basic Field Mapping related list, click New.
  8. Create mappings for the following fields.
    Source Field Target Field
    Sys ID Source Task
    Short description Short description
    Resolution notes Resolution
    Note: You can create field mappings for more fields, as required.
    • In the Source field, select the field in the source Incident table that contains the information to be copied to the field in the article template target table.
    • In the Target field, select the field in the article template target table to which you need information copied to from the field in the source Incident table.
  9. To customize when and how the Knowledge check box is displayed, click the Condition tab.
  10. To map fields using advanced scripts, select the Advanced Field Mapping check box.
  11. On the Advanced field Mapping tab, paste in the following code. 
    (function (source,target) {
    // Get the first comments from incident and use it as Issue description for article
    var notes = source.comments.getJournalEntry(-1);
    var entries = notes.split("\n\n");
    var comment = "";
    if(entries[entries.length-2]){
        comment = entries[entries.length-2];
        var part = comment.toString().indexOf(")");
        if(part != -1){
comment = comment.toString().substring(part+2).replaceAll("\r\n","<br/>");
    }
    }if(comment)
        target.kb_issue = comment;
})(source,target);
    The first comment on an incident is mapped to the Issue Description field in the knowledge article.
    Note: If the same source or target field is configured in both the basic and advanced field mappings, the advanced field mapping overrides the basic field mapping.

    If the fields configured in the basic and advanced field mapping are different, the field configurations in the advanced field mapping are appended to the field configurations in the basic field mapping.