Create incident from knowledge article with specific feilds passed to the incident

[zack melum]

Hey I'm looking for a little more information to help me get started with what I'd like to do.

Situation: recreating our knowledge base in ServiceNow moving from one note.

I figured out how to set up article templates which is great however I feel like I'm missing something when it comes to the way incidents are created from a knowledge article. I feel like there should be a way to identify incident information on the knowledge article to set defaults on the incident form. 

For example category and subcategory as well as impact, urgency and default assignment group.

I've seen some post detailing a workaround for editing the create incident button, which would involve adding another section into the knowledge article defining those fields. I know the fields could be set to collapsible but is there a way to just not display those fields or that section on the article?

Perhaps I'm going about it the wrong way as it stands our service desk is creating instance with the generic create new incident form and rummaging through a list of templates from the templates bar to find the appropriate one, which works to some extent but as we import more knowledge and integrate more with ServiceNow it seems inefficient.

Is there perhaps more of a direct way of trying to streamline the incident creation process from a knowledge article to keep reporting consistent and lean away from whichever service desk representatives Best guess?

Any information is appreciated and sorry if it seems like an incoherent wall of text.

[Gaurav Rotke1]

Hi zack melum,

I get it that you are trying to automate the incident creation and that's really great, but we can create incident from record producer even an end user can create an incident from service portal, so creation of incident from knowledge article, it seems unnecessary to me, I am not saying its not a good idea or its impossible but its too much work, according to me. 

If you somehow manage to achieve this functionality, please let me know, love to read these kind of extraordinary ideas.

Thank you 

Gaurav Rotke

[zack melum]

I appreciate your response! I assume perhaps I am missing something really basic, when it comes to level one service desk incident creation. When it comes to having 150 + applications is there a more straightforward way too create those incidents in a more standard way as well as enforce reporting standards?