Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment by using Now Assist

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 4 min. de leitura

    • As an agent or knowledge writer, quickly generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM application and classic environment by using the Now Assist application.

    Antes de Iniciar

    You can generate a knowledge article in any incident state that is set by your administrator using the com.snc.incident.create_knowledge.multistate.enable system property. The incident must also not have an existing knowledge article that is associated with it.

    The Knowledge generation skill is turned on by default. The skill will be automatically available to appropriate role users for the application. When new customers install a Now Assist product, designated skills are turned on automatically. For existing users who upgrade, there will be no change to the skill activation. For more information, see Now Assist skills, agents, and agentic workflows on by default.

    Importante:
    • For Knowledge Management, you must install and update the following store apps to the corresponding application version.
      Store application name Plugin ID
      Now Assist in Knowledge Management [app-knowledge-gen-ai] sn_km_gen_ai
      Knowledge Capabilities in UI Builder [app-knowledge-uib] sn_km_uib
    • For ITSM Service Operations Workspace, you must install and update the following store apps to the corresponding application version.
      Application name Plugin ID
      Service Operations Workspace ITSM Applications sn_sow_itsm_cont
      Now Assist for IT Service Management (ITSM) sn_itsm_gen_ai
      Service Operations Workspace Core sn_sow
      Record Page for Service Operations Workspace sn_sow_record
      Service Operations Workspace ITSM Common sn_sow_itsm_common
      Incident Management for Service Operations Workspace sn_sow_inc
      Interaction Management for Service Operations Workspace sn_sow_interaction
    To enable an agent to see the Now Assist experience on the Create Article page, configure the following knowledge base generation criteria:
    • Install the knowledge skills. For more information, see Configure Now Assist for IT Service Management (ITSM).
    • Make sure that the following criteria are in place in the Now Assist Admin console:
      • Specify the table record and input fields.
      • Specify the conditions for the skill availability from the list of attributes.
      • Specify that the knowledge base generation feature for the In-product or Now Assist panel is displayed.

    • Configure the Create Article feature to apply the supported template, Incident-KCS article - HTML, or Standard article.

    • Currently, only the Create Article experience is available.

    Role required: itil

    Procedimento

    1. Navigate to Workspaces > Service Operations Workspace.
    2. Open an incident that is assigned to you.
      In the incident record, resolve and close the incident.
    3. Create the article by selecting the Create knowledge option from the UI action drop-down menu in the incident.
      Now assist in knowledge article option in knowledge article option.
      Nota:
      • The Create knowledge UI action is only visible when an incident doesn't have an existing knowledge article that is associated with it.
      • When the Create knowledge action is initiated, it gets redirected to an interceptor page. The Knowledge article interceptor page displays only when the KCS integration for incident management (com.snc.incident.knowledge) plugin is not installed. A series of steps is then executed within the Knowledge Management application.
        This includes determining if the following actions must be done:
        • Display the write option using Now Assist.
        • Present a list of similar records.
        • Generate a submission record if the glide.knowman.submission.workflow property is enabled.
      • If you encounter a duplicate Create Knowledge button, see the Resolving duplicate Create Knowledge actions community article for the resolution.
    4. In the Knowledge article interceptor page, select a knowledge base and an article template.

      Knowledge article interceptor page for Service Operation WorkspaceKnowledge interceptor page in SOW

      Knowledge article interceptor page in Core UIKnowledge interceptor page in UI16

    5. Select Next.
      Nota:
      When you use the standard template, the content from the incident's Description, Resolution, and Additional comments fields are populated in the Issue, Resolution, and Additional comments sections respectively in the article body of the standard template.
      Fields populated in the article body of the standard template
    6. In the Use AI to draft this article? modal, choose to write the article yourself, or draft an article with Now Assist.
      Now Assist ITSM KB generation modal
    7. Opcional: If you’re drafting the article with Now Assist, you can choose up to five relevant tasks for the creation of the article, and select Use selected tasks to help draft new article; otherwise, select Cancel.
      Now Assist in ITSM knowledge article related incidents modal.

      When creating an article that includes information that spans multiple similar incidents, a single article is created containing the details from the selected incidents.

      The article appears in a new tab, has a unique ID number for the knowledge article, and is attached to the parent record.

    8. Review the article and edit it if necessary.
      Now Assist in ITSM knowledge article.
    9. Select Save or Publish.
      • The Now Assist success message disappears indicating that it’s no longer a Now Assist generated article.
      • If Now LLM Service fails to generate a result, you see an error message.
      • When creating an article using Now Assist, the process once triggered can’t be stopped. Now Assist continues to generate the article even if you close the dialog box.
      • Nota:
        You can edit a knowledge article in an incident using the Edit knowledge article button. This button displays under the following conditions:
        • When the incident is in resolved or closed state or for any state your system administrator has enabled the com.snc.incident.create_knowledge.multistate.enable system property.
        • If you have only one article attached to the incident and you have write access to the article.