It sure is. I usually deploy this via a checkbox on the resolution window. If set by the analyst, the process uses an automatic action to create a new knowledge article and copies in the initial fields from the resolution details/incident. The knowledge manager then looks through, tidies up, accepts/rejects as part of the article process itself.
Where can I find documentation on adding a link to the resolution window?
Found an in house resource for this.
Dave, how did you get this working?
Do you use a dummy window? Or does it create the KB article directly if the analyst saves his resolution?
Thanks for a hint.
In the case I mentioned Thomas the process does everything via automatic actions. No doubt there are other possibilites :-)
hmm, how to use an automatic action is clear. And for me it sounds like the best way to do that.
But to create an KB article from an incident seems not to be implemented out of the box, doesn´t it?
I do not have a create KB article action in the system..
So I have to create a new 'Create KB article' action on the incident management BO?
Sorry, but I am a little bit stuck at the moment.
Thanks for a hint
OK, I got it working.
One call with support did it all
I just had to create an article collection on the incident BO and then create an action for this collection.
Sometimes things are so easy if you know how to do it