Capture KB from closed incidents history with AI

balajing
Mega Contributor

Wednesday

Can we leverage AI to draft knowledge articles from historical closed incidents, and establish an approval workflow to validate and publish them for end users while placing incident and supporting service engineers for their handling?
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sanjaygupta
Giga Guru

yesterday

This is feasible with Now Assist for IT Service Management and the standard Knowledge Management approval workflow. The documentation describes drafting as an on-demand action by an agent or knowledge writer. Bulk drafting across your whole backlog of historical incidents is not described, so plan to work through the backlog in batches.

For drafting, the Knowledge article generation skill creates articles from incidents in the Resolved or Closed state that don’t already have an article linked. The skill draws on task data, comments and work notes from the activity stream. When similar incidents exist, the documentation says Now Assist can use the top three similar incidents. It can attach the new article to all of the selected incidents. The drafting skill is turned on by default for appropriate roles in the Service Operations Workspace.

For approval and publishing, each knowledge base is assigned a publish workflow. The default Knowledge - Approval Publish workflow asks knowledge base managers or ownership group members to approve. Articles move from Draft to In Review and then to Published, or Scheduled for publish if a later date is set. A rejection returns the article to Draft.

To set it up:

  • Install and configure the Now Assist for IT Service Management plugin, and activate the Knowledge generation skill in Now Assist admin.
  • Choose the knowledge base that the Now Assist panel generates articles into using the Default Knowledge Base for NAP setting.
  • Set the knowledge base’s publish workflow, or flow in Zurich and later releases, to Knowledge - Approval Publish.
  • Add your incident and support engineers as the authors who draft and edit the articles.
  • Make the knowledge base managers, or an ownership group of senior engineers, the approvers.
  • Turn on the property glide.knowman.enable_approval_notification so approvers receive email notifications. If the property is not listed, create it with a value of true.
  • Check the knowledge base read access so only your intended end users can see published articles.

If you need different approvers by team, flows let you configure them through the getApprovers() function in the KBWorkflow script include. Treat this as a customization and test it in a sub-production instance. The documentation says the choice between flows and workflows for publish and retire cannot be mixed within a knowledge base.

AI drafts reflect what is recorded in the incident, so thin work notes produce thin articles. Keep the approval step human, and have approvers check each article for accuracy and sensitive details before publishing.

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