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

Guides > AI Article Creation

AI Article Creation

Article Creation

This allows you to create knowledge base articles using AI. This takes in the correspondence between the user and the agent of the ticket and creates a description and resolution for the article and then either directly creates the article or creates an article draft ticket, depending on your Halo settings. 


If Knowledge base drafts are enabled, and a draft ticket type is selected, then the AI KB article will be generated through a ticket. This can be enabled within Configuration > Knowledge Base:


When the runbook is trigerred, it will check to see if this is populated, if it is then it will create a new ticket with this ticket type, checkout this guide for more information on configuring article draft ticket types: Article Drafts. The AI is told to generate a KBDescription and a KBResolution. The runbooks first step is started based off of an action and a ticket ID, so it can't be triggered off of an event that isn't related to an action (trigerring off of an event is explained further, below).


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';


Closed - All being the event set here, will mean that the ticket will trigger the runbook when it is closed and ingests the closure action as the action it will use to generate the Article or Article Draft ticket type. The condition being that it will only create an Article or Article Draft if the ticket type is equal to a problem:

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