Post knowledge

You can create a knowledge article from the problem immediately, and not wait for when the problem is closed.

Before you begin

Role required: itil, knowledge

Procedure

  1. Open a problem from which to post a knowledge article.
  2. Click the Post Knowledge related link.
    The resulting knowledge article contains the following information.
    • The problem number and Short description become the knowledge article Short description.
    • The problem Description and Work notes become the knowledge article Text.
    • The problem Configuration item becomes the knowledge article Configuration Item.
    • The article Topic is set to Known Error.
    By default, the system creates a knowledge article in Draft workflow state. If the knowledge submission workflow is enabled, the problem Short description and Work notes are placed into a knowledge submission instead of an article. For more information, see Knowledge workflows.