How to Convert Incident into Knowledge base?

[princepandey]

Hi,

Can someone please help me how to convert or add specific incident into knowledge base?

I am wondering what Knowledge check box is meant for? (Under Closure information tab) Please help me to understand the uses of it.

Thanks,

Prince

[Chuck Tomasi]

Hi Prince,

Take a look at section 4 here: Creating Knowledge - ServiceNow Wiki

[snowtech1]

There is a business rule named 'Incident Create Knowledge' to trigger an article/ submission if the checkbox is checked.

If your instance has a submission workflow a submission would be created else an article would be created.

[Abhinay Erra]

This Link will be helpful

http://wiki.servicenow.com/index.php?title=Creating_Knowledge_from_an_Incident#gsc.tab=0Creating Knowledge - ServiceNow Wiki

[princepandey]

Thank you all and Abhinay. It was quite helpful.

While closing the case i have received below error:

Data Policy Exception: Knowledge base is mandatory

Knowledge article created: KB0010109

Also i have tried to search article with said KB number but no luck.

Regards,

Prince