Outcomes: Learn how to enable and start using Knowledge Generation for Now Assist for ITSM.
Required Applications, Plugins, and Versions
- Knowledge Generation was first released in 2Q24 and requires:
- Washington DC Patch 3 or above
- Now Assist for ITSM version 4.0.1 or above
- Service Operations Workspace version 5.0.0 or above
- In 3Q24, Knowledge Generation was updated to enable generating knowledge articles from a group of similar incidents. This updated version requires:
- Xanadu Patch 1 or above
- Now Assist for ITSM version 5.0.1 or above
- Service Operations Workspace version 6.0.0 or above
Note that the process to installing and configuring Knowledge Generation, outlined below, is identical whether you are on Washington DC or Xanadu.
Install and configure Knowledge Generation
- Install the Now Assist for ITSM plugin and activate Now Assist Panel
- Navigate to Now Assist Admin > Home
- Select Now Assist Features, then select the Technology tab, and then select view details under Knowledge Generation card.
- Select Activate skill under Knowledge Generation
- Choose input data screen appears (nothing can be edited here). Select ‘Save and continue’
- In ‘Define Availability’, select the criteria that need to be satisfied in order for the Knowledge Generation capability to be available, or select ‘Skill always available’. Then click ‘Save and Continue’
- In ‘Select display’, there are options to display in-product and/or in Now Assist panel. Toggle the 'Display in-product' and/or the 'Now Assist panel'. In the ‘Select roles for whom kb generation will be displayed’ field, input the roles that need access to the skill. Then click ‘Save and continue’
- Knowledge Generation is now ready to use
