---
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


---

# Create a known error article

# Create a known error article {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Role required: admin, problem_admin, problem_coordinator, or problem_manager

Activate the Problem Management Best Practice --- Madrid
(com.snc.best_practice.problem.madrid) and the Problem Management Best Practice ---
Madrid --- Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge)
plugin.

## About this task

After you create a known error article from a problem, the article is saved in the
knowledge base and maintained in the Knowledge Management application. The
publishing and retirement processes for a knowledge article are controlled by
workflows defined for the knowledge base that the article belongs to. 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).

## Procedure

1. Navigate to AllProblemOpen.
2. Open the Problem record.
3. Under Related Links, click Create Known Error Article.  
   Note:  
   The link appears when the Primary Known Error article field is empty under the Analysis Information tab on the Problem form.
4. Click Submit.  
   Note:  
   To read the content of the article, click View Article under Related Links.
5. On the form, fill in the fields.  
   Note:  
   Click Search for Duplicates to search for existing known error articles. The search is based on short description, category, and topic.

   For a description of the field values, see [Known error article form](https://servicenow-prod.fluidtopics.net/gCvE9RAP8bkqFtIBsnCVgQ "Description of the field values for the legacy problem form.").

## What to do next

Click Publish to send the article for review and approval.
Depending on the Knowledge base where the article is stored and the Knowledge Base
access controls, this Known Error article may be available to search for users
outside of the IT team to help with Incident deflection.

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