Create knowledge from incident or problem

Create a knowledge article, so the next time the issue comes up the resolution is easy to find.

始める前に

Role required: knowledge

このタスクについて

To create a knowledge article from an incident, see Create a knowledge article from an incident.

To create a knowledge article from problem, see Create a known error article.

Depending on the value of the glide.knowman.submission.workflow property, knowledge created from an incident or problem may require additional approval. When this property is true, a submission record is created instead of a knowledge article. A user with the knowledge role must approve the submission to create a knowledge article.

手順

1. Open a resolved incident or problem.
2. Select the Knowledge check box on the form.
   You may need to configure the form to include the Languages field. Click the form context menu icon () and navigate to Configure > Form layout. Use slushbucket to add the Languages field.
3. Close the incident or problem.
   A new draft knowledge article is created.
4. If additional approval is required, navigate to Knowledge > Articles > Open Submissions.
5. Select a submission record.
6. Review the submission to ensure the content and settings are correct.
7. Click Create Article.
   A new draft knowledge article is created. Articles created this way are added to the knowledge base specified in the property glide.knowman.task_kb.