Hi have a requirement while creating the known error article from the problem, author name and category is not populated ,how to solve this

[Techno Mint]

Hi  have a requirement while creating the known error article from the problem, author name and category is not populated ,how to solve this @shloke04  @Sandeep Dutta 

[Community Alums]

Hi @Techno Mint ,

This doc should be able to answer all your queries :

https://docs.servicenow.com/bundle/rome-it-service-management/page/product/problem-management/task/c...

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Techno Mint]

Saw the document earlier, i couldn't find 

Please help on this

[rabbanis]

I am unable publish these articles how can do knowledge base work flow is set as instant publish and instant retire 

[shloke04]

Hi @Techno Mint 

Couple of things you need to check here:

1) Looking at your screenshot, looks like you have clicked on the Related link named as "Create Known Error article" to create the Known Error Article.

If this is true then by default when you click on the link it takes you to the Knowledge page and where you need to manually fill out the Category so that it becomes visible in the Related list which you need.

For author ServiceNow takes up by default the logged in User Name as shown below for me and it is working:

Automatically category will not get populated and you need to manually fill that out when you are creating the article.

For reference on how this works you can refer the code mentioned in below UI Action:

https://instance.service-now.com/nav_to.do?uri=sys_ui_action.do?sys_id=bdebeb14870023000e3dd61e36cb0b14

Replace "instance' with your instance name.

Another thing to note here is there is another option of creating Knowledge article from Problem:

There is a checkbox named as Knowledge , add it to your form layout if not visible.

Now when State of the Problem changes to Resolved and Knowledge checkbox is marked as True then on save of Problem record , a Knowledge article gets created and below is the BR which is responsible for copying the attributes from Problem to Knowledge:

https://instance.service-now.com/nav_to.do?uri=sys_script.do?sys_id=877c97b80a0a3c740147ca0a46126576

Replace "instance' with your instance name.

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke