HaloITSM Guides

Documentation to assist with the setup and configuration of the HaloITSM platform

AI - Article Creation

This can be triggered directly from an automation within the workflow, or via a manual action. For example, at the point of resolution when the agent selects 'Resolved' from the action list, this would have a 'System Use' of 'Send Webhook/Queue Integration Runbook', followed by the 'Azure OpenAI Create Knowledge Base Article' or 'OpenAI Create Knowledge Base Article' runbook;

Alternatively, you can navigate to the runbooks by going to Configuration > Integrations > Custom Integrations > Integration Runbooks and trigger it from an event. For example, ticket closure, where the ticket type is equal to 'Problem';

Additional article fields can be set by enhancing the prompt and returning more variables, for example the article owner(s) or article tags. This can be added via the 'Methods' area of Custom Integrations.