Knowledge Articles from Problems

AdamUMC · ‎08-16-2021

Hi all,

On every problem form we have a "Knowledge" box that can be checked.

When you check this box and the Problem is closed, a Knowledge Article should be created in the background. However, nothing happens; no Article is created, we don't see actions that take place in the background.

Searching on Google I couldn't find anything (for now), that's why I have a number of questions;

- How does this work? There doesn't seem to be an option in the Problem- Properties to turn this functionality on or off.
- We use more than 1 Knowledge Base. Is it possible to indicate in which Knowledge Base you want the Article to be created? If so, how do you do this?
- Is it possible to develop a template for Knowledge Articles that arise from Problems and to introduce the Problem content each time in the same way in Knowledge Articles?

Thanks for the responses!

AdamUMC · ‎08-30-2021

Hi all,

I have contacted ServiceNow Support and the bolded text (last sentence), solves the problem with the inability to create Knowledge Articles from closed Problems.

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Solution Proposed:
We have checked and found that there is a problem where it is mentioned that it is an expected behaviour. The Business rule which is responsible for creating the knowledge article in problem closure is having the condition as mentioned below. Condition - Current.problem_state.changesTo (4) && current.knowledge == true Business rule - Problem Create Knowledge But the problem state choices are changed to 101-107 from 1-7 by the plugin "Problem Management Best Practice — Madrid — State Model". Our dev team has checked and found that it is an expected behaviour because the "Problem Management Best Practice — Madrid — State Model" is development plugin which is meant to be active by default only for zBoot customers. It is not recommended that upgrade customers activate it as it contains changes that completely change the state model of Problem Management. The BR mentioned here is part of the "com.snc.problem_kb" plugin. This plugin has been deprecated for new customers. The recommended way of creating a Knowledge article from Problem Mangement is available in the "Problem Management Best Practice - Madrid - Knowledge Integration" plugin. (via the 'Create Known Error article' UI action). But if still if you would require to create articles from the BR only when the problem is closed then please change condition of the BR to the below. 'Current.problem_state.changesTo (107) && current.knowledge == true'.
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View solution in original post

AdamUMC · ‎08-17-2021

Thanks for the replies Maik and Sandeep, I appreciate.

I have set the property "glide.knowman.submission.workflow" to "True" and resolved the Problem (it's closed now), but nothing happens; no Knowledge Article is created. How can I fix this?

When I browse to "Knowledge" > "Open Submissions", totally no record is found.

Maik Skoddow · ‎08-17-2021

Can you please go to "Knowledge" -> "Articles" -> "All" and check whether any article has been created?

If not is there any helpful output in the System Log?

Kind regards
Maik

AdamUMC · ‎08-17-2021

Hello Maik and Sandeep,

I will reply to both answers in this post.

@Maik:
- Yes I checked inbetween all Knowledge Articles (regardless of status), and have not found any article, created from the closed Problem.
- I have seen the System Log as well, but as there are a lot entries, I could not find something "on eye" or by searching withing messages, with search words as "knowledge", "article" and "kb".

@Sandeep:
I tried to create a new Knowledge Article twice from brand new, process fulfilled and closed Problems. One with enabled property and one with disabled: no results.

Community Alums · ‎08-17-2021

Hi,

glide.knowman.submission.workflow property, should not be "True". When this property is true, a submission record is created instead of a knowledge article.

So Make it false .

AdamUMC · ‎08-17-2021

Hi Sandeep,

Yes that is true, thanks for mentioning it.

We don't want to have to approve an Article from an Problem. It must be automatically created and published, without the need of any human actions.

I found out I can specify the target Knowledge Base of the Article to be created through the property "glide.knowman.task_kb".

But (and please ccorrect me if i'm wrong), if I do this, this will also apply for Knowledge Articles created from Incidents. How can I assign a separate Knowledge Base for each type Task?