Create a Knowledge Article From an Incident - Support and Troubleshooting

Create a Knowledge Article From an Incident Description For the latest information, see https://docs.servicenow.com/csh?topicname=create-knowledge-incident.html&version=latest .

Resolution There are two different ways/features to create a knowledge article from an incident. These should not be confused since this will cause unexpected results.

First Way/Feature:

https://docs.servicenow.com/csh?topicname=create-knowledge-incident.html&version=latest

This feature allows you to automatically creating knowledge when the "knowledge" checkbox is checked and the incident gets closed. This feature uses the Business Rule "Incident Create Knowledge" to create an article. It does not use any template and does not respect any mapping.

Please note:

When the KCS Integration for Incident Management plugin (com.snc.incident.knowledge) is installed, the knowledge checkbox is removed from the form layout and a condition in the Incident Create Knowledge business rule allows it to run only when this plugin is not active. This is by design and the second way/feature below, using the Create Knowledge UI action, is the recommended way to create knowledge from an incident.

Second Way/Feature (Preferred):

https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/task/create-a-knowledge-article.html

This feature will create a Create Knowledge UI Action which should be used to create knowledge and will use the mentioned mappings.

Make sure to remove the "knowledge checkbox" from the incident form by configuring the form layout. You can also add fields to the Knowledge article template by configuring the form layout:

https://docs.servicenow.com/csh?topicname=configure-form-layout.html&version=latest