Not able to see "Knowledge" check box on Incident form

[VanamaA]

Hi Team,

I was unable to see the “Knowledge” checkbox on the Incident form under the Resolution section. Although it was already added to the form layout, the field was disappearing once the form finished loading.

Can I get any help to fix this.

Thanks,

Akhil

[Dr Atul G- LNG]

HI @VanamaA 

I doubt that Now Assist is causing the issue here, because in my client environment we have the same implementation and we are using both features without any problems. It might be better to log a ServiceNow support case with the team.”

[Aditya_hublikar]

Hello @VanamaA 

Have you installed this pluggin com.snc.incident.knowledge ?

Create a Knowledge Article From an Incident - Support and Troubleshooting
KB0819409
Create a Knowledge Article From an Incident
12118 Views Last updated : Jan 23, 2024 public Copy Permalink English (Original)

KB Summary by Now Assist
Issue
For the latest information, see https://docs.servicenow.com/csh?topicname=create-knowledge-incident.html&version=latest.

Resolution
There are two different ways/features to create a knowledge article from an incident. These should not be confused since this will cause unexpected results.

First Way/Feature:

https://docs.servicenow.com/csh?topicname=create-knowledge-incident.html&version=latest

This feature allows you to automatically creating knowledge when the "knowledge" checkbox is checked and the incident gets closed. This feature uses the Business Rule "Incident Create Knowledge" to create an article. It does not use any template and does not respect any mapping.

Please note:

When the KCS Integration for Incident Management plugin (com.snc.incident.knowledge) is installed, the knowledge checkbox is removed from the form layout and a condition in the Incident Create Knowledge business rule allows it to run only when this plugin is not active. This is by design and the second way/feature below, using the Create Knowledge UI action, is the recommended way to create knowledge from an incident.

Please refer this thread this might helps you :

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0819409#:~:text=Resolution,a%...

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya

[Aditya_hublikar]

Hello @VanamaA ,

 I hope you are doing well. Does my response helps you ?

If my response helps you then mark it as helpful and accept as solution.

Regards,

Aditya

[SohamTipnis]

Hi @VanamaA,

The knowledge checkbox will work only when the incident state is closed, not when it is in the resolved state.

1. Check the Knowledge checkbox.

2. Change the state to closed. 

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10

[BasheerP]

Hi @VanamaA ,

Please review all Client Scripts and UI Policies associated with this form.
Verify whether any of these scripts or policies contain conditions that control the visibility of fields. Specifically:

• Identify Client Scripts that use functions such as g_form.setVisible(), g_form.setDisplay(), or conditional logic that hides or shows fields.
• Review all UI Policies and UI Policy Actions to check if they are configured to make fields visible, mandatory, or read‑only based on certain conditions.