Create script.js

Add Business Rule: Auto-Generate Knowledge Article from Resolved Incident

Author: harshal045

Server-Side Components/Business Rules/Auto-Generate-KB-Article/script.js

@@ -0,0 +1,17 @@
+(function executeRule(current, previous /*null when async*/) {
+    try {
+        // Check if Incident is resolved and has a resolution note
+        if (current.state == 6 && current.close_notes) { // 6 = Resolved
+            var kbGR = new GlideRecord("kb_knowledge");
+            kbGR.initialize();
+            kbGR.short_description = "Resolution for Incident " + current.number;
+            kbGR.text = current.close_notes;
+            kbGR.kb_category = "General"; // Default category, can be customized
+            kbGR.workflow_state = "draft";
+            kbGR.u_source_incident = current.sys_id; // Optional: custom field to track source
+            kbGR.insert();
+        }
+    } catch (ex) {
+        gs.error("An error occurred while creating a Knowledge Article from Incident.");
+    }
+})(current, previous);