Knowledge CheckBox has disbaled on Incident form but still receiving system KB in draft format

[Shane16]

Dear Community

In our organization we agreed that we would remove from the Incident form the Knowledgebase Check Box when resolving a ticket to stop rubbish from being stored in the KB data in draft state.

However since removing the checkbox from the form and releasing the new update to the Business on the 28/01/2020

we are somehow still receiving system KB articles from the 29th 30th ect into the database but we can not figure out how this is occurring and you no longer can tick a check box for knowledge from the incident form. 

Anyone have any idea's why we are still receiving KB in the data base when resolving and Incident?

See attachment as you can see KB system entries are still be saved somehow into the KB knowledgebase 

[Allen Andreas]

Hello,

While those articles are created "now"...they aren't created until the Incident goes to a Closed state. So these could be remnants of Incidents where that checkbox was previously available...and those Incident just hadn't reached a closed state. Most likely if you follow the trail to those Incidents, you'll most likely see that they were just recently closed. So in the near future, it'll stop, but right now, the box was checked (I assume).

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Allen Andreas · Accepted solution]

Hi Shane,

I'm glad you found my post helpful. If it also answered your question, please also mark it as Correct.

Let me know if you're still having issues after looking in to these records.

Thanks!