Use the knowledge check box

As with incidents, problems often generate information that may be needed in the future. The system can automatically submit a knowledge article when a problem is closed.

Avant de commencer

Role required: itil

Pourquoi et quand exécuter cette tâche

Remarque :

If you have Problem Management Best Practice — Madrid — Knowledge Integration plugin (com.snc.best_practice.problem.madrid.knowledge) activated, see Create a known error article. The topic applies to legacy Problem (London or a prior release) only.

You can select the Knowledge check box and automatically submit a knowledge article when a problem is closed.

Procédure

1. Select the Knowledge check box on the Problem form.
2. Resolve and close the problem.

   Closing the problem triggers the business rule Problem Create Knowledge. By default, the business rule creates a knowledge article in the Draft workflow state, ready for a knowledge team member to review and publish. The problem Short description becomes the article Short description, and the problem Work notes become the article Text.

   If the knowledge submission workflow is enabled, the problem Work notes become a knowledge submission instead of an article. For more information, see Knowledge workflows.