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

[princepandey]

Hello All,

Am i missing any steps? Below what i have followed?

Created incident

Inserted comments and posted information in internal notes.

Resolved the ticket

While closing the case i have ticked on Knowledge base

and closed the case.

Below excception retruned by Snow:

Data Policy Exception: Knowledge base is mandatory

However it says KB0010109 is been created but i am unable to find it.

Please help.

Regards,

Prince

[snowtech1]

Most probable reason,

On kb_knowledge table there must be a data policy which make kbase mandatory, but since the business rule is not assigning one there is an exception raised preventing the creation of the article.

[Abhinay Erra]

This link should be helpful

Data Policy Exception: Knowledge base is Mandatory

[princepandey]

Hi Abhinay,

Did you mean that it's creating KB but giving warning for default KB rule??

My concern is to get KB created if i check the box available under Closure information tab?

Could you please provide me steps to achieve this?

Thanks Much for all help

Prince

[Abhinay Erra]

Which release are you on ? Geneva or Helsinki?