Environment:
Service Desk - All Versions
In the Incident Module you will by default have a "Create Knowledge Article" action that you can add in to your Process to allow your users to create Knowledge Articles from their Incidents.
This only exist in Incident as according to ITIL the Incident Module is where you will logg your issues and so where it would be most logical to have such action.
This Article will let you know how you can create this in any other Module.
The below steps will take you through adding this in your Request Module, but this can be adapted to any other module.
Step by Step:
1. Go to Object Designer and expand Knowledge Management and Request Management.
2. Link "Request" Object to "Article" Object. Answer YES to the pop up question. Save Object Designer.
3. Expand Request Management and doubleclick on "Request" Object. Highlight the "Article Collection" attribute and choose "Manage Actions" from the Action panel.
4. Click "Add", Add Title: "Create Knowledge Article" and click OK. Save Object Designer.
5. Go to Process Designer - Business Objects. Expand "Request Management" - "Actions". Choose to create a new Action. Name it: "Create Article from Request" Set "Allow association with window" to False
6. Deactivate and modify your relevant process.
7. Add your new action: "Create Article from Request" in as a manual action from the relevant Status. Follow with the "Create Knowledge Article" as an automatic action.
8. When adding the automatic action you will be presented with the Article window. Select a Value for Type, for example: Article.
Create runtime values on all your fields that you would like to be filled in from the information already in the Request. You do this by right clicking on the field and selecting: "Value Type"
9. In the "Control Value Selection", tick "Specify a runtime value for control" and tick the attribute you want to collect the information from.
For example:
Title = Request/Title
Description = Request/Description
Solution = Request/Resolution/Description
10. Right click on the "Expiry Date" Attribute and select "Calculation"
11. On the Calculation window you get up, add the following Calculation:
(The below calculation will make sure that the Article expires in 180 days, if this has been set up to be automatic in your system. This can be changed to any number of days you want it to be)
import System
static def GetAttributeValue(Article): Value = DateTime.UtcNow.AddDays(180) return Value
Click OK on the window. Save your Process.
Now when you are on the relevant Status (Resolved in this example) You can click the Action: "Create Article from Request" and it will automatically create an Article for you. It will automatically copy the information over to your Article and it will automatically set an Expiry Date on the Article.
