Enabling the creation of knowledge articles from incidents by using Knowledge Curator

Use the generative AI capabilities of the Knowledge Curator AI agent to create knowledge articles from incidents. The Knowledge Curator analyzes the incident summary, description, and work notes, and compiles the information that is used to create a knowledge article. The knowledge article is created and stored in BMC Helix Knowledge Management by ComAround.

To use Knowledge Curator, you must enable the Enable HelixGPT Knowledge Curator option in the HPD:CFG-Rules incident rule form.

You can configure the context data that Knowledge Curator uses to create the knowledge article in the GPT Configuration record definition. Out of the box, summary, description, work notes, and categorization fields are considered to compile information for a knowledge article. If you add new context data, you must add the instructions to the GPT Configuration record definition to honor the additional fields.

Before you begin

Make sure that the following configurations are completed:

To enable Knowledge Curator to create knowledge articles from incidents

  1. As an administrator, log in to Mid Tier.
  2. Click Applications, and select Administrator Console > Application Administration Console.
  3. On the Custom Configuration tab, select Incident Management > Advanced Options > Rules.
  4. In the Incident Rules form, for the Enable HelixGPT Knowledge Curator parameter, select Yes.
  5. Click Save.

Related topics

Agentic AI capabilities in BMC Helix ITSM

Leveraging Knowledge Curator for creating knowledge articles from incidents

Creating knowledge articles from incidents by using Knowledge Curator

 

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