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Require a Related KB when submitting a Case

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Posted on by Bigred57

Our process requires that for every case entered, the user MUST relate a KB article when submitted.

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HangryMapache 112 on at

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Chiming in for the sake of discussion. What if the issue of the Case is a precedent and a solution has not yet been added to the KB?

In that case I would say, a Case cannot be "Closed" with creating a Draft related KB article. Might be worth adding a final set to the business process, if a case does not have related Article.

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Bigred57 55 on at

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Good suggestion, but I need to know how to make it required first, then I can work in the conditions. :-)

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dian74 2,477 Most Valuable Professional on at

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You can add a lookup field on the case pointing to the knowledge article table and make the field required.

PLEASE MARK VERIFIED IF HELPFUL

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Hi Bigred57,

In fact, there are no any OOB relationships between Case and Knowledge Article.

In Dynamics CRM there is one intermediary entity called “Knowledge Article Incident” between Incident (case) and Knowledge Article.

“Knowledge Article Incident” entity have following 2 OOB relationships.

Knowledge Article Incident-> Knowledge Article (N:1)

Knowledge Article Incident-> Case (N:1)

Knowledge Article Incidents is child for case, you need submit the case before adding Knowledge Article Incidents.

So you need create a new N:1 relationship between Case and Knowledge Article, then add one Knowledge Article lookup field on case form, just as Dina suggested, which can make you select one knowledge article before submitting the case:

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