Unable to Generate Knowledge Article from Now Assist Chat Panel

[SoumyaV]

Hello All,

I am unable to generate a Knowledge Article from the Now Assist Chat Panel. When attempting to do so, I receive the following message:

"It looks like you don’t have access to contribute to the knowledge base for this."

I have verified that the following capabilities are activated:

• KB Generation Skill

• Knowledge Content Recommendation

   

• Knowledge Gaps Identification (ITSM)

Additionally, I am able to successfully generate a Knowledge Article using the Create Knowledge UI Action from an Incident and edit it using the Edit Knowledge UI Action.

My user account has the following roles assigned:

• admin

• itil

• knowledge

• knowledge_admin

• now_assist_panel_user

• sn_nowassist_admin.user

Could you please help investigate and advise what additional configuration, permissions, or roles may be required to enable Knowledge Article generation from the Now Assist Chat Panel?

Thank you for your assistance.

Regards,
Soumya Verma

[PoonkodiS]

Hi @SoumyaV 

refer this doc

https://www.servicenow.com/docs/r/servicenow-platform/now-assist-in-knowledge-management/Now-Assist-...

https://www.servicenow.com/docs/r/xanadu/servicenow-platform/knowledge-management/create-user-criter...

[SoumyaV]

Hello @PoonkodiS,

Thank you for sharing the reference on Now Assist for Knowledge Articles. It was helpful. However, I was looking for the specific reason why KB generation was not working even though I had the required permission to contribute.

The knowledge article shared by @Naveen Y helped me identify the root cause and resolve the issue.

Kind regards,
Soumya Verma

[Naveen Y · Accepted solution]

@SoumyaV :

Please refer to this knowledge article. I hope this helps resolve the issue
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3111265

[SoumyaV]

Hello @Naveen Y,

Thank you for your response. It resolved my issue.

In my instance, the Knowledge Base referenced in the property was inactive. After activating it and verifying the user criteria, the KB generation feature worked as expected.

Kind regards,
Soumya Verma