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Add a task to create a KB from a work item

Eric_Krasner

Eric_Krasner Customer Advanced IT Monkey ✭✭✭

June 2016 in Service Manager Portal Feature Requests

The ability for an analyst to create new knowledge based on the resolution of an IR seems to be a basic need of Knowledge management.

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13 votes

Submitted · Last Updated June 2016

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Leigh_Kilday Member Ninja IT Monkey ✭✭✭✭

June 2016

Good idea, Eric. I'd like to see this task in the Problem form too.

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Billy_Wilson Member Ninja IT Monkey ✭✭✭✭

October 2016

Also might be useful to extend this ability to Service Requests as well (at least for analysts).

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Tom_Hendricks Customer Super IT Monkey ✭✭✭✭✭

October 2016

How did I manage to miss this before? This is an outstanding feature request, and you have my vote. I agree with @Billy_Wilson , but could easily say the same about Problems. Could we just handle this for all work items?

Also, having a variation of this for Change Requests would be huge. Would the content come from the PIR, though?

Associating the KB with the config items from the work item might make good sense in most scenarios.

I leave it to Cireson whether to keep these thoughts here or consider them in a separate feature request.

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