Create a knowledge article, so the next time the issue comes up the resolution is
easy to find.
Depending on the value of the
glide.knowman.submission.workflow property, knowledge created
from an incident, problem, or case 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.
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Open a resolved incident, problem, or case.
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Select the Knowledge check box on the form.
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Close the incident, problem, or case.
A new draft knowledge article is created.
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If additional approval is required, navigate to .
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Select a submission record.
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Review the submission to ensure the content and settings are correct.
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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.
