Create a knowledge article using 'knowledge' checkbox in incident form

[Srinithya1]

I am unable to create knowledge article from incident by ticking the 'knowledge checkbox' even after the incident is resolved.

OOB 'incident create article' is present.

[Hemant Goldar]

Hi Srinithya,

Below Article will help you to create the Knowlege article.

https://hi.service-now.com/kb_view.do?sysparm_article=KB0819409

Hope this helps!

Please mark the reply as Helpful/Correct, if applicable.

Regards,
Hemant

[Ashutosh Munot1]

Hi,

Check this BR:

Incident Create Knowledge

THanks,
Ashutosh

[Priyanka Vasant]

Hi Srinithya,

In addition @Hemant please go through the below link that might help you.

https://community.servicenow.com/community?id=community_question&sys_id=4bef83bddbb4dc905ed4a851ca96...

Mark helpful or correct based on impact.

Regards,

Priyanka A.

[davida1]

As Hemant said, this is a good article:

https://hi.service-now.com/kb_view.do?sysparm_article=KB0819409

What caught us up is that we don't go straight to "Closed"; our agents set an incident to "Solution Proposed". If the customer responds within 3 days, it moves back to "In Progress", else it's automagically moved to "Closed" by a BR. The problem is, the agent never sees the "Closed" state, so never has a chance to create the KB article.

We ended up hiding the checkbox, and duplicating the functionality via a button, like:

https://community.servicenow.com/community?id=community_question&sys_id=a32acf69db5cdbc01dcaf3231f96198b

David A