Create knowledge article for recurring incidents

[Sujal Jamwal]

Please provide me detailed step by step solution on:

1.Finding recurring incident using workflow step by step solution needed.

2. Create knowledge article for recurring incidents. 

[Dr Atul G- LNG]

Hi @Sujal Jamwal 

Look like you are giving yoru work to community instaed of asking that you have done thsi much and stuck.

1.Finding recurring incident using workflow step by step solution needed.

Atul: 

The term "recurring" is quite broad here. To identify recurring incidents and generate a report, you need to define the parameters based on which the system will search and retrieve the details. This could be a common CI, category, subcategory, or any other identifiable factor.

I wouldn’t recommend using the user or short description as a parameter to find such incidents. Here’s a post that can provide more insights into the requirement.

https://www.servicenow.com/community/itsm-forum/recurring-incidents-report/td-p/561578

https://www.servicenow.com/community/itsm-forum/need-to-generate-a-report-which-contains-the-repeate...

These are sample, if you elaborate more, community will help you.

2. Create knowledge article for recurring incidents. 

Atul: 

Once you identify them, you can create a flow to automate the process. However, do you want to create an article for all incidents?

If you have Now Assist, you can quickly create a Knowledge Article (KA) using multiple incidents.