Unable to create knowledge article from incident by ticking 'knowledge checkbox'

Veda2 · ‎05-16-2020

Hi all,

I am unable to create knowledge article directly from incident by ticking 'knowledge checkbox' even after the incident is resolved. OOB 'incindent create knowledge' is present. Can i know the reason.

Bharath40 · ‎05-16-2020

Hello Veda,

Check if that is enabled in your instance using below url

https://docs.servicenow.com/bundle/orlando-servicenow-platform/page/product/knowledge-management/tas...

Jaspal Singh · ‎05-16-2020

Hi Veda,

OOB business rule looks for property: glide.knowman.task_kb & sets it as default knowledge base when knowledge article is created.

Can you check what value is set here? OOB it is sys_id: 50aef493ff4131003f07ffffffffffd3 (Knowlege).

Navigate to Knowlege >> Administration >> Knowlege base look for 'Knowlege' base & then look for related list called "Can Contribute", check if the user matches the criteria defined in it.

Dean4 · ‎07-15-2022

Hi Veda,

I know your question is old, but I wanted to add a resolution for the community, as I faced the same issue.

By default, the Business Rule 'Incident Create Knowledge' only runs when the Incident is Closed, not Resolved.

Regards,

Dean.