How to Create a Knowledge Article for an Incident Under IT Knowledge Base?

mrsahilmir1 · 6 hours ago

Hi everyone,

I’m currently working on an incident and want to create a Knowledge article for it under the IT Knowledge Base. By default, the article is going under the Knowledge base, but I need it to go under IT Knowledge Base instead.

What is the best way to create a Knowledge article in this case and link it to the incident? Also, how can I ensure it goes under the IT Knowledge Base instead of the default one?

Any suggestions would be appreciated.

Thanks,
Sahil

Sahil Gani Mir

GlideFather · 2 hours ago

Hi @mrsahilmir1,

and how do you do it step by step?

The OOTB "Create knowledge" UI Action is available for Closed incidents and the KB is empty on default:

EDIT: it might be related to templates. Please describe your process to identify it with certainty

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Dr Atul G- LNG · 2 hours ago

Hi @mrsahilmir1

Yes, this is an out-of-the-box (OOTB) feature provided by ServiceNow. You can educate the fulfiller to tick the checkbox, and it will create the Knowledge Article (KA) automatically when the incident is closed.

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