Create a knowledge article from an incident in ITSM Agent Workspace

You can create a knowledge article from an incident in Agent Workspaces to capture the troubleshooting steps and other detailed information used to resolve an issue for faster resolution of similar incidents.

Before you begin

Role required: agent_workspace_user or admin

Activate the KCS Integration for Incident Management plugin (com.snc.incident.knowledge)

About this task

You can create a knowledge article only when the incident is resolved and you have not already created a knowledge article from that incident.

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. From the list, click Incidents > Resolved.
3. Open the incident record from which you want to create a knowledge article.
4. Click the more actions icon () and then click Create Knowledge.
5. On the form, fill in the fields.
   Note:

   • If the KCS Integration for Incident Management (com.snc.incident.knowledge) plugin is active, then the fields listed in the CSM Table Map (csm_table_map) table are copied from the incident. If the plugin is not active, then the incident number from the parent incident is copied to the Parent field of the knowledge gap feedback task and the text from the Short Description is copied to the Description field.
   • The Confidence and Governance fields appear when the Knowledge Management KCS Capabilities plugin (com.snc.knowledge_kcs_capabilities) is activated. For more information, see Managing the KCS article state.

   Table 1. Incident KCS Article form fields

   Field	Description
   Number	[Auto-generated] Unique number to identify the knowledge article.
   Knowledge base	Knowledge base in which the article is stored. The Incident KCS Article is stored in the [kb_template_incident_kcs_article] table.
   Category	[Auto-generated] Unique number to identify the knowledge article.
   Valid to	Date after which the knowledge article is deleted from the database. After this date, the article does not appear in the search result.
   Confidence	Maturity of an article based on its completeness and reusability.
   Version	[Auto-generated] Unique number to identify the knowledge article.
   Workflow	[Auto-generated] Unique number to identify the knowledge article.
   Source Task	[Auto-generated] Unique number to identify the knowledge article.
   Attachment link	Option to automatically download an attached article instead of opening the article, when you access an article.
   Display attachments	Option to display attachments in the knowledge article. The attachments appear below the article text.
   Governance	An attribute of an article that enables you to control sensitive, critical, or regulated information. Not all articles have the same requirement for compliance reviews. Some articles are based on the collective experience of the people who use the articles (experience-based). Other articles have policy or legal information that require tight control (compliance-based).
   Short description	Brief description of the knowledge article.
   Issue	Information on the cause of the incident.
   Resolution	Method used to resolve the incident.

6. Optional: If you want to attach a supporting document, click the attachment icon () and select the file.
7. Click Save.
   A knowledge article is created. The article record is listed in the Created Knowledge related list on the Incident form.