By some roles like Employee /L1 Analyst, have the ability to use the New Incident or New Incident based on this document options on a Knowledge Document. This document explains how to expose this to other roles
How to grant the ability to "New Incident" and "New Incident based on this document" options for a specific role in Service Desk Manager?
1) Select the role in question by Service Desk Manager -> Administration -> Security and Role Management -> Role Management -> Role List
2) In the role detail page for the above role, select Knowledge Management tab
3) Make sure Open Issue/Request and Open Issue/Request based on Document options are set to Yes
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4) Logoff, login again and retest if the options are available on the knowledge document now.