Knowledge check box on RITM/REQ FORM

[arjshubh]

Hi team,

can we use knowledge check box on RITM/REQ form to create draft knowledge article?

Like as Incident, when the incident is closed it will create draft article.

I want same beviour for ritm/req form.

[Ankur Bawiskar]

@arjshubh 

for incident that checkbox is there so that it helps agents working on similar incident in future get to know the common resolution details

It's not relevant when it comes to RITM/REQ as those records are for fulfillment and not for any issue faced.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Mark Manders]

Reconsider this. Request fulfillment is completely different than incident management. Requests are often simple tasks to order something or do something. They often end with a note like 'new laptop has been handed over' or 'password has been reset' and most of the time, these are already supported by Knowledge articles that describe the fulfillment. Do you really have information in your RITM/REQ that you can use in knowledge articles? 

[Dr Atul G- LNG]

Technically, yes—it can be done. But is it the best or most appropriate option? I'd say no.

The reason is that REQ/RITM follows a standard fulfillment process, which typically does not require a Knowledge Article (KB) to be created at the end. So, using it in this context isn't really a strong or valid use case.

In the case of Incidents, the KB creation option does exist, but that’s because it comes from a plugin designed specifically for that use case and is directly mapped to Incidents.