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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 or in BMC Helix Innovation Suite Knowledge Management (ISKM). Learn how to enable Knowledge Curator to create ISKM knowledge articles from incidents in Enabling Knowledge Curator to create knowledge articles from incidents and validate them.

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. 

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 create knowledge articles from incidents by using HelixGPT configuration console

The HelixGPT Configuration Console is a unified, Innovation Studio-based interface to centrally manage all BMC HelixGPT feature settings across BMC Helix ITSM applications.

  1. As an administrator, log in to BMC Helix ITSM Application.
  2. Select Settings > HelixGPT Configuration > Features.
  3. From Company, select Knowledge Curator.
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  4. Set the Value parameter to Yes.

To create knowledge articles from incidents by using CCS parameters

  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.

Troubleshooting

Use the Gemini 2.5 Flash model provided by Google for BMC Helix ITSM with the Knowledge Curator agent. Service desk agents might receive blank responses when you try to create a knowledge article. 

As a workaround, replace the prompt for the ITSM - Generate HKM Article agent in BMC HelixGPT Agent Studio with the following prompt that is attached to this topic to receive seamless responses:

ITSM - Generate HKM Article prompt

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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BMC Helix ITSM 26.1