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

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.

Before you begin

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.

Important:

• Install the applications and plugins listed in the tables below and update them to the corresponding store app version before configuring the Knowledge Generation skill.

• For information on the plugin version numbers that correspond to the release you’re installing, see https://store.servicenow.com/store/app/2c09636e1be06a50a85b16db234bcb74#versionSummary

• 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

Procedure

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.

**Note:**

-   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.

    **Important:** If the KCS integration for incident management \(com.snc.incident.knowledge\) plugin is installed, then the interceptor page is skipped.

    A series of steps is then executed within the [Knowledge Management application](../../servicenow-platform/knowledge-management/knowledge-management.md).

    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](https://www.servicenow.com/community/itsm-articles/issue-and-resolution-two-quot-create-knowledge-quot-actions-in/ta-p/3418702) community article for the resolution.

1. In the Knowledge article interceptor page, select a knowledge base and an article template.

   Knowledge article interceptor page	UI display
   In Service Operation Workspace

|**In Core UI**|

1. Select Next.

   Note: When you use the standard template, the content from the incident's Description, Resolution, and Additional comments fields are populated in the respective fields in the article body of the standard template.

2. To add or update the knowledge article, follow the instructions in the table below.

1. If you’re creating a draft of the article with Now Assist, you can select more than one incident to create the article .

   Note: Make sure that AI Search is activated.

   To verify, go to All > AI Search > AI Search Status and verify that AI Search is active.