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    Home Orlando IT Service Management IT Service Management ITSM Agent Workspace Using ITSM Agent Workspace ITSM Agent Workspace - Incident Create a knowledge article from an incident in Agent Workspaces

    Create a knowledge article from an incident in Agent Workspaces

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    Create a knowledge article from an incident in Agent Workspaces

    You can create a knowledge article from an incident in Agent Workspace to capture the troubleshooting steps and other detailed information used to resolve an issue for faster resolution of similar incidents.

    Before you begin

    Role required: agent_workspace_user or admin

    Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge)

    About this task

    You can create a knowledge article only when the incident is resolved and you have not already created a knowledge article from that incident.

    Procedure

    1. Navigate to Workspace Experience > Workspaces > Agent Workspace Home.
    2. From the list, click Incidents > Resolved.
    3. Open the incident record from which you want to create a knowledge article.
    4. Click the more actions icon (More actions icon) and then click Create Knowledge.
    5. On the form, fill in the fields.
      Note: If the KCS Integration for Incident Management (com.snc.incident.knowledge) plugin is active, then the fields listed in the CSM Table Map (csm_table_map) table are copied from the incident. If the plugin is not active, then the incident number from the parent incident is copied to the Parent field of the knowledge gap feedback task and the text from the Short Description is copied to the Description field.
      Table 1. Incident KCS Article form fields
      Field Description
      Number [Auto-generated] Unique number to identify the knowledge article.
      Knowledge base Knowledge base in which the article is stored. The Incident KCS Article is stored in the [kb_template_incident_kcs_article] table.
      Category [Auto-generated] Unique number to identify the knowledge article.
      Valid to Date after which the knowledge article is deleted from the database. After this date, the article does not appear in the search result.
      Version [Auto-generated] Unique number to identify the knowledge article.
      Workflow [Auto-generated] Unique number to identify the knowledge article.
      Source Task [Auto-generated] Unique number to identify the knowledge article.
      Attachment link Option to automatically download an attached article instead of opening the article, when you access an article.
      Display attachments Option to display attachments in the knowledge article. The attachments appear below the article text.
      Short description Brief description of the knowledge article.
      Issue Information on the cause of the incident.
      Resolution Method used to resolve the incident.
    6. (Optional) If you want to attach a supporting document, click the attachment icon (Attachment icon) and select the file.
    7. Click Save.
      A knowledge article is created. The article record is listed in the Created Knowledge related list on the Incident form.

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    Release version
    Choose your release version

      Create a knowledge article from an incident in Agent Workspaces

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Create a knowledge article from an incident in Agent Workspaces

      You can create a knowledge article from an incident in Agent Workspace to capture the troubleshooting steps and other detailed information used to resolve an issue for faster resolution of similar incidents.

      Before you begin

      Role required: agent_workspace_user or admin

      Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge)

      About this task

      You can create a knowledge article only when the incident is resolved and you have not already created a knowledge article from that incident.

      Procedure

      1. Navigate to Workspace Experience > Workspaces > Agent Workspace Home.
      2. From the list, click Incidents > Resolved.
      3. Open the incident record from which you want to create a knowledge article.
      4. Click the more actions icon (More actions icon) and then click Create Knowledge.
      5. On the form, fill in the fields.
        Note: If the KCS Integration for Incident Management (com.snc.incident.knowledge) plugin is active, then the fields listed in the CSM Table Map (csm_table_map) table are copied from the incident. If the plugin is not active, then the incident number from the parent incident is copied to the Parent field of the knowledge gap feedback task and the text from the Short Description is copied to the Description field.
        Table 1. Incident KCS Article form fields
        Field Description
        Number [Auto-generated] Unique number to identify the knowledge article.
        Knowledge base Knowledge base in which the article is stored. The Incident KCS Article is stored in the [kb_template_incident_kcs_article] table.
        Category [Auto-generated] Unique number to identify the knowledge article.
        Valid to Date after which the knowledge article is deleted from the database. After this date, the article does not appear in the search result.
        Version [Auto-generated] Unique number to identify the knowledge article.
        Workflow [Auto-generated] Unique number to identify the knowledge article.
        Source Task [Auto-generated] Unique number to identify the knowledge article.
        Attachment link Option to automatically download an attached article instead of opening the article, when you access an article.
        Display attachments Option to display attachments in the knowledge article. The attachments appear below the article text.
        Short description Brief description of the knowledge article.
        Issue Information on the cause of the incident.
        Resolution Method used to resolve the incident.
      6. (Optional) If you want to attach a supporting document, click the attachment icon (Attachment icon) and select the file.
      7. Click Save.
        A knowledge article is created. The article record is listed in the Created Knowledge related list on the Incident form.

      Tags:

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