---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Generate a knowledge article from the panel

# Generate a Knowledge article from the ServiceNow Otto panel {#ariaid-title1}

* Release version: Australia
* 
* Updated July 20, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Generate a knowledge article for a case or an incident from the ServiceNow Otto panel.

## Before you begin

For ServiceNow Otto for HR Service Delivery (HRSD), Knowledge articles are only supported on the HR case record (sn_hr_core_case), not on the record from extended tables.

Role required: agent

## Procedure

1. Open a case or an incident that is assigned to you.
2. Open the ServiceNow Otto panel by selecting the AI sparkle icon.
3. In the panel, select or enter Generate Article.  
   A Knowledge (KB) article is generated.
4. View the draft article by selecting the View KB article link in the chat window.  
   The article appears in a new tab, with a unique ID number for the article.
5. Review the article and edit it if necessary.
6. View, edit, and publish the article by using the respective buttons on the screen.
7. **Optional:** Provide feedback on whether the article is helpful or not by selecting the liked icon (![Liked icon.]()) or the not liked icon (![Not Liked icon.]()).  
8. To create an article without opening the case or incident, enter the task number directly in the panel and follow the same steps.