Create knowledge from an incident or problem

To create knowledge from an incident or problem, select the Knowledge check box on the incident or problem form and close the incident or problem record.

About this task

The short description from the incident or problem becomes the knowledge article title. Articles created this way are added to the knowledge base specified in the property glide.knowman.task_kb.

Depending on the value of the glide.knowman.submission.workflow property, knowledge created from an incident or problem may require additional approval. When this property is true, a submission record is created instead of a knowledge article. A user with the knowledge role must approve the submission to create a knowledge article.

Approving a submission creates a new knowledge article using the submission content.

Procedure

  1. Navigate to Knowledge > Open Submissions.
  2. Select a submission record.
  3. Review the submission to ensure the content and settings are correct.
  4. Click Create Article.
    A new draft knowledge article is created. Articles created this way are added to the knowledge base specified in the property glide.knowman.task_kb.

What to do next

You can edit the new knowledge article before publishing it, such as to select a category.