Create a knowledge article from an OT incident record

Create a knowledge article to record and save information that is related to an Operational Technology (OT) incident and its resolution.

Before you begin

Role required: sn_ot_incident_write

Note:

You also need the Can contribute access to at least one knowledge base. For more information, see Create an OT knowledge base.

About this task

Creating a knowledge article directly from an incident record helps to make sure that the knowledge article is linked to the correct incident for contextual information. The knowledge article can also help your team resolve similar incidents in the future when they include the correct procedures, challenges, and solutions.

Procedure

1. Navigate to All > Industrial Workspace.
2. In the list view under the OT Incident module, open one of the available lists.
3. Select the OT incident record that you want to create a knowledge article for.
4. Select the More actions icon () to expand the menu.
5. Select Create Knowledge.
   Note:

   You must set the incident record's state to Resolved to see the Create Knowledge button.
6. On the form, fill in the fields.

   Table 1. Knowledge article form

   Field	Description
   Knowledge base	Knowledge base that the knowledge article should be included in. Note: If you configured the OT knowledge base's visibility correctly, OT users can find the knowledge base in this reference list.
   Category	Classification of the knowledge article.
   Short description	Brief description of the incident resolution that is used as the knowledge article title.
   Article body	Content of the knowledge article that describes any procedures, challenges, and solutions for the incident.
   Valid to	Date that the knowledge article is valid until.

7. Select Save.
   The knowledge article is saved as a draft and attached to the parent OT incident.
8. Select Publish.

Result

The knowledge article is now published in your OT knowledge base. To view the knowledge article, open the Attached Knowledge related list in the incident record.

Note:

If you set the Publish workflow field in your OT knowledge base to Knowledge - Approval Publish, the article must be approved before being published.