How can you create a knowledge article from a closed incident

Tomi Corigliano · ‎07-14-2022

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 · ‎07-14-2022

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

Open a resolved incident that you want to close.
Ensure that the Knowledge check box is selected and that a resolution is entered in the Additional comments (Customer visible) field.
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

Aman Kumar S · ‎08-03-2022

Follow below doc:

Best Regards
Aman Kumar