Knowledge bases house the information an organization wants to keep and share. The
Problem form includes four options for creating knowledge and communicating
information.
Note: If you have Problem Management Best Practice — Madrid — Knowledge Integration plugin
(com.snc.best_practice.problem.madrid.knowledge) activated, see
Create a known error article. The topic applies to legacy Problem
(London or a prior release) only.
- You can select the Knowledge
check box and automatically submit a knowledge article when a problem is
closed.
- You can enter a workaround note into a problem
record, and then post the information into every associated incident.
- You can create a knowledge article from the problem
immediately, and not wait for when the problem is closed.
- You can quickly create and publish a knowledge article in
the News category.
By default, most new articles are created as drafts and move through a review state before
they are published. An exception to the standard workflow is posting news from the Problem
form.
If the administrator enables the optional knowledge submission workflow, articles created
from incidents or problems become knowledge submissions, which are processed through a
different path. For more information, see Knowledge workflows.
