A tester has submitted a bug report because at no point in the Problem lifecycle. does the Create Known Error article link appear under Related Links Also, they notice there is no Known Error knowledg

Question

Options

• AThe Problem Management Best Practice - Madrid - Knowledge integration plugin has not been
• BTester is not impersonating Problem Coordinator
• CThe customer did not pay the bill for Knowledge management
• DThe sn_known_error_write role is required to see the Create Known Error article link
• EThe requirement was not m the stories

• A
  88% (23)
• D
  8% (2)
• E
  4% (1)

Explanation

The 'Create Known Error article' link in the Problem record's Related Links section, as well as the dedicated Known Error Knowledge Base, are features delivered by the 'Problem Management Best Practice - Madrid - Knowledge integration' plugin. If this plugin is not activated in the instance, neither the KB nor the UI link will appear - regardless of the user's role or the problem's state. The other options are distractors: the link's visibility is not role-gated by 'sn_known_error_write', Knowledge Management is bundled with ITSM and not separately billed, and the issue is definitively a missing plugin, not a missing story or impersonation issue.

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