Viewing a Knowledge Base article in ServiceNow does not trigger a Business Rule to fire. Due to this limitation, the dynamic share does not trigger as well. To guarantee that an outbound message gets created, you will need to create a ServiceNow Script Action that are triggered through events only.
Prerequisites
First, you will need to install DataSync for ServiceNow and run the Perspectium Finish Install scripts.
Then, Procedures
To start sharing knowledge articles through script action, follow these procedures:
Navigate to Dynamic Share
In ServiceNow's left side navigation window, navigate to Perspectium > Replicator > Dynamic Share or simply type and then click on Dynamic Share.
Click New.
Choose Dynamic Share Type
Select Business Rule and click the Submit button.
Create a Dynamic Share
Select Knowledge in the Table dropdown, and check the Active box.
Under the Trigger Conditions tab, check the Update box. Then, follow the rest of the steps in Create a ServiceNow dynamic share.
Navigate to Script Actions
In ServiceNow's left side navigation window, navigate to System Policy > Events > Script Actions. Then, click New.
Create Script Action
In the Name field, type in Perspectium Share Knowledge. Select kb.view as the Event name, and check the Active box.
Then, fill in the Script field with the following:
pspShareKnowledge();
function pspShareKnowledge() {
var pspR = new PerspectiumReplicator();
var tableName = "kb_knowledge";
var kbgr = new GlideRecord(tableName);
kbgr.get('sys_id', event.instance);
kbgr.query();
if (!kbgr.next())
return;
var qc = new GlideRecord('psp_replicate_conf');
qc.addQuery("table_name", tableName);
qc.addQuery("sync_direction", "share");
qc.addQuery("action_update", "true");
qc.addQuery("active", "true");
qc.query();
while(qc.next()) {
pspR.shareRecord(kbgr, tableName, 'bulk', qc.sys_id);
}
}
Click Submit.
