Create Knowledge Article from an incident in SOW

[Lynda1]

I found documentation in ServiceNow that states, install a plugin and the Create Knowledge Article magically appears on resolved incidents within the interaction attachments.

Since I cannot find the documentation again and everything I find says either "Use OOB" or request customization.

Since the documentation, that I cannot find states this works, I prefer to take that route and have struggled all day with this so now asking.

Anyone know where the document is to add the Create knowledge article to resolved/closed incidents in SOW within an interaction or how to get this to work?

[GlideFather · Accepted solution]

Hi @Lynda1 

it seems to be this plugin:

com.snc.incident.knowledge

Enabling this it will add this field in context menu:

If you want to add it as a form button, you should update the UI Action definition. Be careful once a plugin is activated it cannot be deactivated, optimally verify in your PDI first (request it at: https://developer.servicenow.com/dev.do)

Refer to this:

https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/incident-manageme...

or

https://www.servicenow.com/docs/bundle/yokohama-servicenow-platform/page/product/knowledge-managemen... 

 Keep me updated about your progress

EDIT: added 2nd link + formatting

[Lynda1]

You gave me the documents that I could not find again! Also, confirmed the UI action definition needs to be updated and it is not magic like I was hoping.

Thank you!!!

[GlideFather]

Perfect! It’s great that it helped you 🙌

[Lynda1]

Just sharing the one step missing from documents.

All / Declarative action / Form Action

Create Knowledge

Select -

Enable for all Configurable Experiences