Article creation from a ticket

Question

What are the steps needed to create an article from a ticket?

Creating the article

1. Create or find a ticket (it can be in any status).
2. Select Update.
3. Scroll down to the Knowledge Base Article section.
4. Select the Create New Article option:
   1. If you think that the article draft is ready for review after preparing the ticket for article creation, change the Status to Submitted. (See How does the ticket turn into an article? for more information.)
   2. If you think that more time is needed to clarify any part of the process for an article upon closing the ticket, keep the Status as Not Submitted.
5. Scroll down to the KB Article Template drop-down menu and select the Article Creation From Tickets option.
6. Select Save.

What just happened?

The new article

The above process will create a knowledge base article link in the ticket of the draft article. It will be located just above the Feed section of the ticket.

1. The article will inherit the ticket's title and will have the Article Creation From Tickets template inserted.
2. The article will be in Submitted or Not Submitted status
   1. This will allow all other technicians to see the draft and to add/edit the article and it will not be made public to our customers until it's ready.

How does the ticket turn into an article?

The ticket's contents are identified through template tags that move the ticket's contents into the following sections.

1. In the Issue section, the ticket title is inserted here.
   1. Modify it if needed to make sense as a future knowledge base article.
2. In the Description section, this is the description from the ticket. This is in the customer's words. 
   1. Modify it if the description is unclear.
3. In the Resolution section, your last update provided in the ticket will appear here.

Since this will gather your most recent update, please do the following:

1. Summarize what you did to fix the issue
2. If it is multiple steps, please use a list. This will help for review.

Upon saving the update, the knowledge base article created from the ticket's resolution will appear under the Knowledge Base Article section above the Feed section. Click on the link to see the draft article.

Submit the article for review

Once your article is ready for review, select the Submit Article button from the reader view. This will send a notification to the knowledge manager or designated editor(s) to review the article draft's content for readability, style, and accessibility.

Once the article has been reviewed, tagged, and categorized accordingly, it will be published to the knowledge base.

Need help?

If you need help with any stage of this process or have other questions pertaining to documentation, please submit a request to the Knowledge Management Support service page.