Create Knowledge from a resolved incident

Akshay Kumar3 · 3 weeks ago

I am trying to create a knowledge from a resolved incident. When I click on the create knowledge button, its taking me to the table 'kb_template_incident_kcs_article_html' and the lookup of 'Knowledge base' field is showing only 2 ootb records from the knowledge base. And I have created 2 custom knowledge bases which I cannot see in that lookup.

What might be the reason for this?

Hemanth M · 3 weeks ago

Hi @Akshay Kumar3 ,

I looked at the backend logic, it checks if you can contribute to that knowledge base or not i.e can contribute

check Can contribute section of your knowledge base and see if its meeting the criteria, if not please add/remove appropriate criteria.

if you don't want any criteria and anyone can create articles under this knowledge base please remove all the can contribute criteria.

you can verify knowledge base access using user criteria as below

Hope it helps!

View solution in original post

Hemanth M · 3 weeks ago

Hi @Akshay Kumar3 ,

As you can see it in screenshot, its filtered based on the selected Article template, have you selected a template when clicked on "Create Knowledge" button?

this table stores the Article Template --> Knowledge base "kb_template_m2m_knowledge_base", check if there any entry in this table.

Akshay Kumar3 · 3 weeks ago

Hi @Hemanth M

Once I click on that button from an incident, its directly navigation to this record. I can't see any template selection option

Hemanth M · 3 weeks ago

Hi @Akshay Kumar3 ,

have you verified the records in this table "kb_template_m2m_knowledge_base"

Akshay Kumar3 · 3 weeks ago