How can you create a knowledge article from a closed incident

[Tomi Corigliano]

Hi,

I have told that you can create a knowledge article from a closed incident through the KCS integration.

Is this correct? If yes, how can I activate this functionality?

Thanks & Regards,

Tomi Corigliano

[Community Alums · Accepted solution]

Hi @Tomi Corigliano ,

This is an OOTB feature !! which is when an incident is closed automatically or by the caller, a draft knowledge article is created.

Procedure

1. Open a resolved incident that you want to close.
2. Ensure that the Knowledge check box is selected and that a resolution is entered in the Additional comments (Customer visible) field.
3. Click Close incident.
   A new draft knowledge article is created. The content in the fields listed in the following table is copied from the Incident form to the Knowledge form.

   Field on Incident form	Field on Knowledge form
   Short description	Short description
   Additional comments	Text
   Number	Source

   Mark my answer correct & Helpful, if Applicable.

   Thanks,
   Sandeep

[Tomi Corigliano]

Thank you

[Aman Kumar S]

Hey @Tomi Corigliano ,

Just to clarify, you are talking about ability to create knowledge article once the incident is closed.

For this, you will need to activate "Knowledge Management Advanced Installer"[com.snc.knowledge_advanced.installer]" plugin. which basically installs following table:

Tables installed

Table	Description
Incident KCS Article [kb_template_incident_kcs_article]	The table is used to store knowledge articles created from the Incident KCS template.

Process to create KB article from incident:

Create a knowledge article from an incident

Feel free to mark correct, If I answered your query.

Will be helpful for future visitors looking for similar questions 🙂

[karan15]

can someone tell mew how to enable  "Knowledge Management Advanced Installer"[com.snc.knowledge_advanced.installer]" plugin. ? so that knowledge check box appears when incident is placed in resolved or closed state ?