Create field mapping from an HR case to a knowledge article

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

Before you begin

Role required: admin

• Ensure that the Knowledge Advanced plugin (com.snc.knowledge_advanced) is active.
• Ensure that the Developer Application is set to Human Resources: Core.
• Ensure that the KCS Article template is active.
  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 HR Case KCS Article.
4. In the Source Table field, enter HR Case.
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
   Close notes	Resolution
   Description	Cause

   Note:

   You can create field mappings for more fields, as required.

   • In the Source field, select the field in the source HR Case 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) {
       // Get the first comments from HR case and use it as Issue description for article
       target.short_description=source.short_description+“”;
       target.kb_resolution=source.close_notes+“”;
       target.kb_cause=source.description+“”;
      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;
    
       //Only if selected article type is active
       var tem =  new GlideRecord("kb_article_template");
       tem.addQuery("child_table","kb_template_kcs_article");
       tem.addActiveQuery();
       tem.query();
       if(!tem.hasNext())
           return false;
    
       //Do not allow to create the knowledge again
       var now_GR = new GlideRecord("kb_knowledge");
       gr.addQuery("source",source.sys_id);
       gr.query();
       if(gr.next())
           return false;
    
       return true;
    })(source);

    The first comment on an HR case 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.