Question
My agents use the Knowledge section to create articles. When I am creating reports to measure article creation in Explore or when I am searching for them in Knowledge admin, sometimes I notice that some of those articles are missing. Why are articles created through the Knowledge section not showing when I use the filter Knowledge Capture?
Answer
Articles created through the Knowledge app in the context panel can be searched in Knowledge admin, and you can use filters for easy searching. The Knowledge Capture label gives you results for all articles created in the Knowledge section.
However, if the filter doesn't yield results or an article can't be found on the list but does exist when searched manually, the article likely wasn't recognized as captured through the Knowledge section. This situation often occurs if the article was created in the Knowledge section before the ticket was created and assigned a ticket ID.
To ensure the article is linked to the Knowledge Capture filter, make sure the ticket is created and has its ticket ID before you create or request an article.