creating kb from incident

[karan15]

HI All 

I know and have enabled KB check box when ticked and once incident is closed it creates a draft KB 

however how can I customize the kb so that it picks up current template we have for creating any new article ? or at least some fields which will help the knowledge manager who will review these draft articles 

As of now its only picking one field in body of KB which is of now use (check attachment draft-kb)

[SebastianKunzke]

The KB article is created based on a business rule "Incident Create Knowledge". If you want to add more information to the KB out of the incident, I would suggest to deactivate this OOTB business rule and to duplicate it. If you are able to write scripts modify the duplicate business rule, that it is doing the mapping you want.

If you are not able to write script (as I am) I would suggest to not duplicate the business rule and to create a flow. With the action "create record", you should be able to solve the requirement.

[SumanthDosapati]

Hi Karan,

You can open Business Rule named "Incident Create Knowledge" and in the script, you can add other fields to be populated in kb article along with short description.

But remember that the BR is OOB.

Mark as correct and helpful if it solved your query.

Regards,
Sumanth

[SumanthDosapati]

Feel free to reach out if you have further questions or else you can mark an answer as correct and helpful to close the thread so that it benefits future visitors also.

Regards,
Sumanth

[mud]

As of now, the only way for service desk agents to create an incident-based knowledge article is when they click the Knowledge checkbox under Resolution Information. (see attached image)

Is there a way to require agents to create an article when no related articles are used in the resolution of the incident? For example, when an agent works on an incident and finds that there are no related articles, the agent is required to click a checkbox either if a related article was used or not and then click OK; if the agent clicks the checkbox saying no related article was used, a knowledge article draft will automatically be created for the incident to be closed.

Also, can this setting be assigned to selected or specific agents so that other non-agent users who also work on incidents are not required to create articles?