Use the knowledge check box

task australia Updated Sep 10, 2026 1 min read t_UseTheKnowledgeCheckBox.md

As with incidents, problems often generate information that may be needed in the future. The system can automatically submit a knowledge article when a problem is closed.

Before you begin

Role required: itil

About this task

Note: If you have Problem Management Best Practice — Madrid — Knowledge Integration plugin (com.snc.best_practice.problem.madrid.knowledge) activated, see Create a known error article. The topic applies to legacy Problem (London or a prior release) only.

You can select the Knowledge check box and automatically submit a knowledge article when a problem is closed.

Procedure

Select the Knowledge check box on the Problem form.
Resolve and close the problem.

Closing the problem triggers the business rule Problem Create Knowledge. By default, the business rule creates a knowledge article in the Draft workflow state, ready for a knowledge team member to review and publish. The problem Short description becomes the article Short description, and the problem Work notes become the article Text.

If the knowledge submission workflow is enabled, the problem Work notes become a knowledge submission instead of an article. For more information, see Knowledge workflows.

Parent Topic:Knowledge articles from problems

42 lines · 2.4 KB Wrap lines

---
title: Use the knowledge check box
description: As with incidents, problems often generate information that may be needed in the future. The system can automatically submit a knowledge article when a problem is closed.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/problem-management/t\_UseTheKnowledgeCheckBox.html
release: australia
product: Problem Management
classification: problem-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Knowledge articles from problems, Communicating the outcome of a problem, Problem Management, IT Service Management]
---

# Use the knowledge check box

As with incidents, problems often generate information that may be needed in the future. The system can automatically submit a knowledge article when a problem is closed.

## Before you begin

Role required: itil

## About this task

**Note:** If you have Problem Management Best Practice — Madrid — Knowledge Integration plugin \(com.snc.best\_practice.problem.madrid.knowledge\) activated, see [Create a known error article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/create-known-error-from-problem.md). The topic applies to legacy Problem \(London or a prior release\) only.

You can select the **Knowledge** check box and automatically submit a knowledge article when a problem is closed.

## Procedure

1. Select the **Knowledge** check box on the Problem form.

2. Resolve and close the problem.

Closing the problem triggers the business rule **Problem Create Knowledge**. By default, the business rule creates a knowledge article in the **Draft** workflow state, ready for a knowledge team member to review and publish. The problem **Short description** becomes the article **Short description**, and the problem **Work notes** become the article **Text**.

If the knowledge submission workflow is enabled, the problem **Work notes** become a knowledge submission instead of an article. For more information, see [Knowledge workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/r_KnowledgeWorkflows.md).

**Parent Topic:**[Knowledge articles from problems](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/problem-management/c_CreateKnowledge.md)