---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Knowledge articles from problems

# Knowledge articles from problems {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Knowledge bases house the information an organization wants to keep and share. The
Problem form includes four options for creating knowledge and communicating
information.  
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://servicenow-prod.fluidtopics.net/Tms6~jvMvDY9zlsE5EAeSQ "Create known error articles as reference material. The known error articles document the root cause and the workaround of the problem to help with deflecting incidents."). 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.
* You can enter a workaround note into a problem record, and then post the information into every associated incident.
* You can create a knowledge article from the problem immediately, and not wait for when the problem is closed.
* You can quickly create and publish a knowledge article in the News category.
{#c_CreateKnowledge__ul_l4l_p5x_5q}

By default, most new articles are created as drafts and move through a review state before
they are published. An exception to the standard workflow is posting news from the Problem
form.

If the administrator enables the optional knowledge submission workflow, articles created
from incidents or problems become knowledge submissions, which are processed through a
different path. For more information, see [Knowledge workflows](https://www.servicenow.com/docs/access?context=r_KnowledgeWorkflows&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).
* **[Use the knowledge check box](https://servicenow-prod.fluidtopics.net/WlBdKPeslptOq6ODbOfxoA)**   
  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.