How to Auto-Generate Knowledge Articles Using GPT/AI Based on Incident Resolution?

Satyam123
Tera Contributor

‎07-25-2025 11:20 PM

Hi all,

We are exploring ways to automatically generate Knowledge Articles in our ServiceNow instance based on how an agent resolved an incident.

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎07-26-2025 08:42 AM

Hi @Satyam123 

Now Assist provides a skill for automatic KB (Knowledge Base) article generation based on incidents. You can try it out, but please note that it is a licensed plugin.

 

https://www.youtube.com/watch?v=xNeZirfLdRw

 

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
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Generate a KB article from similar incidents by using Now Assist
Generate a KB article from similar incidents by using Now Assist
youtube.com/watch?v=xNeZirfLdRw
Learn how to generate a KB article from multiple similar incidents using Now Assist. Start by navigating to the service operations workspace and open an incident assigned to you. Resolve and close the incident according to standard procedure. Then, select 'Create Knowledge' and choose a knowledge

Satyam123
Tera Contributor
In response to Dr Atul G- LNG

‎07-27-2025 11:16 PM

Hi Atul thanks for reply , currently I am getting option create knowledge after I resolved the ticket it is not reframing working using AI can you please provide me with the name of thatlicensed plugin.

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Satyam123

‎07-28-2025 06:58 AM

Hi @Satyam123 

Did you check the above link? Because this is what is required to generate the KB.
If the out-of-the-box method is not working, please log a case with the Now Support team, and they will guide you.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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