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

Maik Skoddow · ‎08-17-2021

Hi @AdamUMC

unfortunately for all task types the same knowledge base is taken OOTB.

But you can change this manually. There are two Business Rules "Incident Create Knowledge" and "Problem Create Knowledge" which read that System Property:

You can replace the respective code lines with the Sys IDs of the Knowledge Bases you want tha articles to be created in.

Kind regards
Maik

AdamUMC · ‎08-17-2021

Thanks! I will try this as soon as I have resolved the first problem with not creating Knowledge Articles from closed Problems.

Extra question: Can I duplicate the "glide.knowman.task_kb" property and then;
- Give it another name ("glide.knowman.problem.task_kb" for example),
- Change the target Knowledge Base in that new, duplicated property and
- Then change the property to the new one in the "Problem Create Knowledge" Business Rule?

I think that's more convenient for management/use because it's more and faster noticeable.

Maik Skoddow · ‎08-17-2021

Hi @AdamUMC

yes you are right. This is the more convenient solution!

Kind regards
Maik

AdamUMC · ‎08-17-2021

I changed the conditions of the Business Rule "Problem Create Knowledge" to see if it enables creating Knowledge Articles from closed Problems, but it does not help.

The condition I had added was;

- Knowledge is True
AND
- Problem State changes to Closed

Still looking for a solution.

AdamUMC · ‎08-24-2021

@All: Thanks for the help, thanks for the answers.
This problem is still active, so I contacted ServiceNow Support. When I have a solution for this issue, I will update this topic for other users which might have the same issue in the future.