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

Veda2
Kilo Contributor

‎05-16-2020 08:34 AM

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.

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Jaspal Singh
Mega Patron
Mega Patron

‎05-16-2020 09:45 AM

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.

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Dean4
ServiceNow Employee
ServiceNow Employee

‎07-15-2022 11:35 AM

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.

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