Incident Create Knowledge BR is not working

[geet]

Hi Team,

OOB knowledge checkbox and its BR "Incident Create Knowledge " are not working.

Everytime i impersonate as a caller and click on knowledge checkbox and click close incident then after closing checkbox again get blank and no knowledge article created.

Can anyone suggest something to resolve it.

Regards,

Shikha Khanna

[Kannan Nadar · Accepted solution]

Hello Shikha,

I see in the OOB business rule, it is setting the knowledge base from the property "glide.knowman.task_kb". Can you check what value is set here? Once you find the knowledge base, navigate to it and you should see a related list called "Can Contribute", check if the user matches the criteria defined in it.

Thanks,

Kannan

[geet]

Hi Kannan,

Yes, you are right, in my instance i found that only users with knowledge role can create articles:

So, i gave knowledge role to that particular person and tested again, Knowledge article got created 🙂

I feel issue is almost resolved and learned so many things from you.

I will do a final testing now with different users and scenarios as my instance is domain separated.

After my final testing i will mark your answer as correct!!

Thank you so much for so quick responses.

Regards,

Shikha Khanna