Known error

[Devika]

Hello,

i have imported the known error template and known error knowledge base but when the article is created the article is not being stored in Known error knowledge base .What could be the issue of this .

[vaishali231]

hey @Devika  

This usually happens due to configuration mismatch between the Known Error template and the Knowledge Base setup. Please check the following:

Template Configuration
open the Known Error template.
Verify that the Knowledge Base field is set to the Known Error Knowledge Base. If it is blank or pointing to another KB, the article will be saved there instead.

Knowledge Base Field on Article Form
When creating the article, confirm which Knowledge Base value is populated on the form. Sometimes the template loads content but the KB field defaults to another knowledge base.

User Criteria
Open the Known Error Knowledge Base and check Can Contribute user criteria. If your user does not have permission, the article may not be stored there.

Customizations
Check for any Business Rules, UI Actions, or Flows that update the knowledge_base field on kb_knowledge. Custom logic can override the template selection.

Creation Source
If you are creating the article from a Problem record using “Create Known Error Article,” verify that the UI action has not been modified to force a different KB.
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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

[VaishnaviK3009]

Hi @Devika  ,

Please make sure the article is being created under the Known Error Knowledge Base.

Also check the following:

• You have proper user criteria/permissions to create articles in that KB.

• The Known Error KB is active and published.

• No business rule or data policy is overriding the Knowledge Base value.

Please verify these configurations.

Mark this as Helpful if it clarifies the issue.
Accept the solution if this answers your question.

Regards,
Vaishnavi
Technical Consultant