How can we Restrict duplicate Knowledge Article creation from Incident

[Anil74]

Hi All,

We have OOB functionality to create KB articles from incident closer state(when knowledge check is true). I can see duplicate article, what is the best way to restrict creating duplicate articles here. Thank you in advance.

[Dr Atul G- LNG]

Hi @Anil74 

You can create the BR and see if that incident has already attached KB or not. You need to make chaneg sin OOTB true box logic.

[Anil74]

Thank you @Dr Atul G- LNG , There is a chance of having duplicate/multiple incidents for same issue for this scenario each incident will create one kb article for same issue(duplicate KB article for one issue). 

[Dr Atul G- LNG]

Hi @Anil74 

I can understand your issue the only way is need to add logic to restrict. BUt if i am not wrong, once the article is created via KB Flag ( Check box), it should not create another KB.