How to Create a Knowledge Article from an Incident
As a Service Technician
Purpose – To create a knowledge article from an Incident/Ticket for Something Broken.
Step 1 – Open an Incident
Step 2 – Fill in the Incident details necessary for the record, then set the State to Resolved.
Step 3 – You will be required to also select Close Code and enter Close Notes.
Step 4 – If the content you added to this Incident would make for a good Knowledge article, check Knowledge to create a Knowledge Submission from the Incident.
Step 5 – You need to click either Update or Save to save your changes.
Please note – A Knowledge Article submission WILL NOT be created until the Incident/Ticket has been CLOSED. This will happen automatically after 5 business days if the customer does not respond.
Step 6 – The Knowledge Base Administrator should receive an Open Submission and it will be in DRAFT mode.
Step 7 – The Knowledge Administrator now has the ability to look at the Open Submission and can edit the article, but since this goes into the realm of Knowledge Administration, this is where this article will end.