Symptoms

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• An incident was closed with "Knowledge" check-box checked, yet no new knowledge article was created in "draft" state

Release

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Kingston Patch 7

Cause

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The user who closed the incident did so via an e-mail response. Therefore, this is expected, OOB (Out of Box) behavior.

Resolution

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As mentioned above, the behavior seen is the same in an OOB (Out of Box) instance. When an incident is closed via an e-mail response, even with "Knowledge" checked, no new knowledge article will be created.

To avoid this behavior, the user who is closing the incident should be at a desktop or laptop and logged in and authenticated to the Platform. Then they can manually close out the incident and the expected knowledge article will be created.