Creating knowledge articles from incidents by using Knowledge Curator

As a Service Desk Agent, create knowledge articles from incidents by using Knowledge Curator without manually adding the information. Knowledge Curator is an AI Agent that leverages the generative AI capabilities of BMC HelixGPT.

You can create knowledge articles throughout the lifecycle of incidents. When you create a knowledge article from an incident, Knowledge Curator uses the description, summary, and work notes from the incident to create the knowledge article in BMC Helix Knowledge Management by ComAround. KCS standards are used to create knowledge articles.

Before you begin

To use Knowledge Curator to create knowledge articles, the following prerequisites must be completed:

Configuring settings to use the Agentic AI capabilities
Enable the creation of knowledge articles from incidents by using Knowledge Curator
You must have the Knowledge User role and incident permissions

To create a knowledge article from an incident

As a Service Desk Agent, log in to BMC Helix ITSM.
From the Ticket Console, open an incident.
Click More > Create a new article.

The Article Editor in BMC Helix Knowledge Management by ComAround opens in a new tab.
Preview the knowledge article information populated in the Ask HelixGPT tab.
Modify the information, or click Accept all.
The information is copied to the knowledge article.
Preview the knowledge article.
Click Save.

Result

The knowledge article is created in the Work in progress status. The knowledge article goes through its lifecycle to be published. When the article is created, it is automatically pinned to the incident.

Where to go from here

Validate the knowledge article by referring to Validating articles by using the Knowledge Curator agent.

Troubleshooting

If you cannot create a knowledge article from an incident, or edit an existing knowledge article in BMC Helix Knowledge Management by ComAround, make sure the following conditions are met:

BMC Helix Knowledge Management by ComAround integration is correctly done and is working.
User permissions are appropriate.