Creating knowledge articles from incidents and validating them by using Knowledge Curator

As a service desk agent, use Knowledge Curator to create knowledge articles from incidents and futher validate them. Knowledge Curator analyzes incident data from fields, such as Summary, Description, Resolution Notes, Activity Logs, Operational Category and Product category fields, Company, Product Name, and Manufacturer. Based on this analysis, it provides suggestions for knowledge article content, which service desk agents can review, accept, or modify before creating an article. These articles are generated and stored in BMC Helix Innovation Suite Knowledge Management (ISKM).

You can also find similar articles related to the incident before generating a new one to minimize redundancy. You can create knowledge articles throughout the lifecycle of incidents. 

Benefits

By using the 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.
• Create the knowledge articles with minimal manual intervention.
• Produce knowledge articles that are accurate, easy to understand, and complete. 
• Ensure consistent article quality across the entire knowledge base. 
• Save time and effort when updating the articles as the Knowledge Curator agent simplifies the review process and reduces manual tasks.

Before you begin

• Make sure that ISKM is enabled as a knowledge provider for BMC Helix ITSM. For more information about the configurations, see Configuring BMC Helix Innovation Suite Knowledge Management as a knowledge provider for BMC Helix ITSM.
• Make sure that Knowledge Curator is enabled for BMC Helix ITSM. For more information, see Enabling Knowledge Curator to create knowledge articles from incidents and validate them.
• Make sure you have access to the incident. 
  For more information about incident permissions, see Incident management user roles and permissions.
• Confirm that you have the appropriate permissions assigned based on the navigation bar that is enabled in BMC Helix ITSM:
  • If the Innovation Studio navigation bar is enabled, you must have the Knowledge IS persona assigned.
  • If the SmartIT navigation bar is enabled, you must have both the Knowledge IS persona and knowledge permissions assigned.
    For more information about the required permissions, see Setting up roles and permissions.

To create a knowledge article from an incident

1. As a service desk agent, log in to BMC Helix ITSM.
2. From the Ticket Console, open an incident.
3. Select More > Create a new article.
   
4. Select a template that is available out-of-the-box, and click Use selected Template.

   Important
   You can use only out-of-the-box templates. Custom templates are not supported.

   The Create Knowledge page opens in a new tab.
5. On the Ask HelixGPT tab, review the information provided by Knowledge Curator in each suggestion tile that corresponds to a specific article section. 
   
   If similar articles are available, the message is displayed on top of the article. You can review them before creating a new article.
6. Accept or dismiss the suggestions.
   1. If you are satisfied with all suggestions, click Accept all. 
   2. If you want to implement suggestions from a specific tile, click the tile, and then click Accept. 
   3. If you want to revert the changes applied from a specific tile, click the tile, and then click Dismiss. 
      When you accept the suggestions, the information is populated to the knowledge article fields. You can further modify it. 
7. On the Knowledge Metadata tab, complete the following actions:
   1. Review the following autopopulated fields: Operational Category and Product category fields, Company, Product Name, and Manufacturer.
      Important: These values are autopopulated only if the source incident includes this information. You can edit all auto-populated values, except for the Company field. 
      
   2. In the Knowledge Set field, select the required knowledge set.
      If the selected knowledge set belongs to the autopopulated company, no changes occur. However, if the selected set belongs to a different company, a warning appears indicating that the pre-populated fields will be removed. If you confirm, those fields are cleared.
      
   3. Complete other fields if required. For more information, see Creating and publishing knowledge articles.
8. Click Save.

The knowledge article is created in the 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 under the Resources tab.

Knowledge article generated from the incident

The following image shows the article that the service desk agent created from the incident by using Knowledge Curator. The article is pinned under the Resources tab:

To validate knowledge articles

1. As a service desk agent, log in to BMC Helix ITSM.
2. From the Knowledge Console, open an article that you want to validate.

   Important
   You can validate any articles in ISKM, not only the articles created from incidents.

3. On the article screen, click Validate. 
   The article opens in Edit mode, and the Ask HelixGPT tab is automatically activated.
4. Review the suggestions provided by BMC HelixGPT and click Accept to approve them or click Dismiss to reject them.

The following image shows how a service desk agent can validate a knowledge article:

Validating a knowledge article

The following image shows how a service desk agent can validate a knowledge article:

 

Troubleshooting

Issue	Resolution
The Create a new article option is not visible in the incident view.	The administrator must ensure BMC Helix Innovation Suite Knowledge Management and Knowledge Curator are enabled for BMC Helix ITSM, and the HelixGPT service URL is configured. For more information, see Configuring settings to use Agentic AI capabilities. Also, confirm that you have the required Knowledge IS persona or knowledge permissions.
Knowledge Curator doesn't respond.	The administrator must ensure proper configuration and connectivity by completing the following actions: Review the general configurations for BMC HelixGPT within BMC Helix ITSM. Verify the connection settings configured in BMC HelixGPT Agent Studio and test the AI service provider connection to ensure it is functioning correctly. Review the configuration parameters for Knowledge Curator.