Create knowledge from an incident Incidents within ITIL processes often generate information that may be needed in the future. Before you beginRole required: itil About this task The instance can automatically submit relevant information to the knowledge management process when the incident is closed. Procedure Select the Knowledge check box in the Closure Information section. Resolve and close the incident. Closing the incident triggers the business rule Incident Create Knowledge. By default, the business rule creates a knowledge article in the Draft workflow state. The incident Short description becomes the article Short description. The incident Additional comments become the article Text. If the knowledge submission workflow is enabled, the incident Short description and Additional comments become a knowledge submission instead of an article. For more information, see Knowledge workflows.Following is an example of an incident being closed. And this is the article that appears in the knowledge base.