Create Knowledge using Now Assist

[shivanisutar]

When clicking the "Create Knowledge" UI Action from an Incident record within Service Operations Workspace, the system behavior deviates from the expected standard workflow. Instead of opening a modal/pop-up to select a Knowledge Template within the current frame, the system opens a new browser tab.

After selecting a template in the new tab and selecting the draft with Now assist option

, the following error message appears:"There was a problem generating this article with Now Assist. You can write it yourself now if you'd like."

Expected Behavior: Clicking "Create Knowledge" should trigger a template selection modal within the Workspace current frame.

[Dr Atul G- LNG · Accepted solution]

HI @shivanisutar 

Please try reinstalling the Now Assist plugin and check if the issue still persists. If it does, log a new support case, since this is an out-of-the-box feature and should work as expected. It may be a plugin or patch sync issue.

[shivanisutar]

Hello @Dr Atul G- LNG,

Following a repair and reinstallation of the Knowledge and Now Assist plugins, the generative AI error has been resolved. However when the "Create Knowledge" UI Action is triggered from an Incident, the system opens a new browser tab to display the template selection screen.

[Dr Atul G- LNG]

Hi @shivanisutar 

Create Knowledge" UI Action is triggered from an Incident, the system opens a new browser tab to display the template selection screen

I believe this is expected behavior, so we can leave it as is.
If everything looks good, please close the thread.