Turn a resolved ticket into a knowledge base article

Ticket notes tend to say "cleared cache, re-added profile, worked". That makes sense to whoever fixed it and to nobody else, and it's most of an article already.

Paste the ticket in (names out first) and have it written up for the next person. The draft takes a couple of minutes. Testing it takes longer, and that's the part not to skip.

Turn this resolved IT ticket into a knowledge base article.
- Title: the problem as a user would say it, not the technical cause.
- Symptoms: how someone knows they've got this problem.
- Fix: numbered steps, one action each, written for a non-technical
  user. Mark anything that needs an admin as "IT only".
- How to check it worked.
- When to raise a ticket instead, and what to include.
- Leave out names, device IDs and anything specific to this one user.
- If a step is missing from the ticket notes, list it at the end as a
  gap. Don't guess.

Ticket: [PASTE, REDACTED]

Write the title the way users would search. They look for "can't print", not "print spooler fault".

The gap list matters most. Ticket notes are never complete, and a guessed step in a knowledge base article gets followed by a lot of people.

Before it goes live, do the steps yourself or get someone else to, then put a review date on it. A stale article is worse than no article.

If you're not sure where to start, the tickets that keep coming back are the ones worth writing up first. The pattern check will show you which.