Report a knowledge gap from an incident

Report a knowledge gap when you do not find any appropriate resolution documented for an incident. The knowledge gap record helps the team know to create a knowledge article for the incident.

Before you begin

Role required: agent_workspace_user or admin

About this task

If the KCS Integration for Incident Management (com.snc.incident.knowledge) plugin is active, then the fields to be copied from an Incident to the knowledge gap feedback task are maintained in the CSM Table Map (csm_table_map) table. If the plugin is not active, 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.

Note:

Incident managers with the sn_km_ml.knowledge_curation_user role can use the Demand Insights for Incidents dashboard to identify which incidents have no or insufficient knowledge coverage. For more information, refer Demand Insights for Incidents dashboard.

Figure 1. Report knowledge gap from an incident workflow

Procedure

1. Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
2. Open an incident record from which you want to create a record to report a knowledge gap.
3. Click the more actions icon () and then click Report Knowledge Gap.
   A knowledge gap feedback task record is created in a sub-tab.
4. On the form, fill in the fields.
5. Click Save.
   The knowledge gap feedback task is saved and added to the Knowledge Gaps related list.