Knowledge article creation from an incident

Enable users to quickly and easily reuse information from an incident in a knowledge article.

Perform the following steps to enable creating a knowledge article from an incident. You can create a knowledge article from an incident using Incident KCS Article template. For more information, see Create a knowledge article from an incident using an article template.

• Create field mapping from an incident to a knowledge article
  Copy information from an incident into a knowledge article by creating custom mapping between the Incident table and the KCS article table.
• Add a property to enable creating knowledge article from incidents
  Add a property, which is required to allow users to create a knowledge article from an incident.
• Create a UI action to enable creating knowledge articles from incidents
  Create a UI action to add the Knowledge check box to the Incident form.

Parent Topic:Using Knowledge Management