Enabling Knowledge Curator to create knowledge articles from incidents and validate them

As an administrator, enable Knowledge Curator for BMC Helix ITSM so that service desk agents can create knowledge articles from incidents and further validate them. These articles are generated and stored in BMC Helix Innovation Suite Knowledge Management (ISKM).

In BMC HelixGPT Agent Studio, the BWF - Generate IS Article and BWF - Generate IS Validate agents are provided out of the box to generate knowledge articles from incidents and validate them. These agents can be associated with the following models for the BMC Helix IT Service Management application: 

• OpenAI GPT 4.1
• OpenAI GPT 4.1mini
• OpenAI GPT 5.1
• Gemini 2.5 Flash

For more information, see Creating custom agents

Incident data used for analysis

Knowledge Curator analyzes incident data from the following fields:

• Summary
• Description
• Resolution Notes
• Activity Logs
• Operational Category fields
• Product category fields
• Company 
• Product Name
• 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.

You can customize which incident fields Knowledge Curator uses by updating the GPT Configuration record definition. If you add new incident fields, you must also include instructions in the GPT Configuration record definition to ensure these fields are honored during article generation. For more information, see Adding custom fields as attributes to the semantic model.

Before you begin

Make sure the following requirements are met:

• Obtain HelixGPT Admin and BMC Helix ITSM administrator permissions to complete the requirements and enable Knowledge Curator for BMC Helix ITSM. 
• Enable BMC HelixGPT for BMC Helix ITSM and complete all configurations. As part of enabling BMC HelixGPT for BMC Helix ITSM, make sure the HelixGPT-Assistant-Service-URL parameter is set in the AR System configuration. For more information about the configurations, see Configuring settings to use Agentic AI capabilities.
  The HelixGPT-Assistant-Service-URL setting is required for all BMC HelixGPT capabilities to work within BMC Helix ITSM. If the URL is missing, capabilities such as article generation and validation will not function. 
• Enable ISKM 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.

To enable Knowledge Curator to create knowledge articles from incidents and validate them

1. As an administrator, log in to BMC Helix ITSM Application.
2. Select Settings > HelixGPT Configuration > Features.
3. Navigate to the Company tab, and select your company.
4. Select Knowledge Curator.
5. Set the Enable HelixGPT Knowledge Curator parameter to Yes.
   
6. Click Save. 

After you enable Knowledge Curator for BMC Helix ITSM, service desk agents can create knowledge articles from incidents and further validate them. Agents can use only out-of-the-box templates; custom templates are not supported.

The following image shows how a service desk agent can create a knowledge article from an incident by using Knowledge Curator:

Related topics

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