why create knowledge article is visible when incident state is resolved?

[KM SN]

until unless confirmed by the caller whether the incident is resolved perfectly how can we treat it as solution and can go forward to create knowledge article??

I got a question saying that why it is in resolved state when it has to be on closed state??

[Dr Atul G- LNG]

Hi @KM SN 

There are many reasons and depend on company to company

- In many case like change in email id or phone number , agent is confident and know this solution will work, and can create KB in resolved state.

- 2nd Incident manager want to put KA in draft so that it is in his/ her list to get it created. 

- If you wait for closure it may take another 5-7 days.

So it depends , and if you want you can change it. but it is as per OOTB.

[KM SN]

so if want we can give them chance to create KA on close state even right??

[Dr Atul G- LNG]

Yes, you can. But I still recommend dont change. 

You need to change conditions.