Post knowledge
You can create a knowledge article from the problem immediately, and not wait for when the problem is closed.
Before you begin
Role required: itil, knowledge
About this task
If you have Problem Management Best Practice — Madrid — Knowledge Integration plugin (com.snc.best_practice.problem.madrid.knowledge) activated, see Create a known error article. The topic applies to legacy Problem (London or a prior release) only.
Procedure
Open a problem from which to post a knowledge article.
Click the Post Knowledge related link.
The resulting knowledge article contains the following information.
- The problem number and Short description become the knowledge article Short description.
- The problem Description and Workaround become the knowledge article Text.
- The problem Configuration item becomes the knowledge article Configuration Item.
- The article Topic is set to Known Error. By default, the system creates a knowledge article in Draft workflow state. If the knowledge submission workflow is enabled, the problem Short description and Work notes are placed into a knowledge submission instead of an article. For more information, see Knowledge workflows.
Parent Topic:Communicating the outcome of a problem