A tester reports a bug, because they submitted a Known Error article from a Problem record, but it is not visible from the Known Error database. What could cause this?

The Knowledge Integration plugin enables the workflow to create articles from Problem records - its absence would prevent article creation entirely, not result in a hidden but existing article.

When a Known Error article is submitted from a Problem record, it is created in draft state within the knowledge base and is not yet published. Knowledge articles in draft state are only visible to authors and knowledge managers, not to users browsing the Known Error database, so publishing the article is the required step to make it visible.

The tester's impersonation state affects their portal access permissions, but since they successfully submitted the article, the issue is publication state rather than identity context.

Incorrect user criteria on the knowledge base would affect which users can view articles, but draft state is a more fundamental and common cause of an article not appearing in the Known Error database at all.