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 or in BMC Helix Innovation Suite Knowledge Management (ISKM). KCS standards are used to create knowledge articles in BMC Helix Knowledge Management by ComAround.

To learn how to create ISKM knowledge articles from incidents and further validate them, see Creating knowledge articles from incidents and validating them by using Knowledge Curator

Important
The features and enhancements in the ISKM documentation are under controlled availability to select customers. You must be logged in or registered to view the product documentation.

Benefits

By using Knowledge Curator to create knowledge articles from incidents and validate them, you get the following benefits:

Leverage the generative AI capabilities of Knowledge Curator to capture and reuse all relevant information from the incidents.
No need to navigate away from the incidents to create the knowledge articles.
Create the knowledge articles with minimal manual intervention.
Produce knowledge articles that are accurate, easy to understand, and complete.

Scenario

Scenario

Carl, a service desk agent at Apex Global, handles an incident where a user reports frequent VPN disconnections. No existing knowledge articles are found to help with the issue. After resolving the incident by updating the VPN client and adjusting power settings, Carl selects More > Create a new article.

A draft article using the incident’s summary, description, and resolution notes is created in the BMC Helix Knowledge Management by ComAround Knowledge Curator. Carl reviews and edits the article, and then saves it.

The article is automatically linked to the incident and pinned for future reference, helping other agents resolve similar issues more efficiently.

Workflow

The following image shows the workflow of creating knowledge articles by using Knowledge Curator:

Workflow for creating knowledge articles from incidents by using Knowledge Curator

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.