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

task brazil Updated Sep 10, 2026 6 min read Now-Assist-generate-article-SOW-itsm.md
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As an agent or knowledge writer, generate knowledge articles from resolved and closed incidents within the Service Operations Workspace for ITSM application and classic environment by using the ServiceNow Otto 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.

Note: KB generation applies to incident records only. The Create Knowledge option does not appear on catalog items or other task table types.

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 ServiceNow Otto 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 AI agents, skills, and agentic workflows on by default.

The knowledge base referenced by the system property glide.knowman.task_kb must be active. If the specified knowledge base is inactive, the Create Knowledge option does not appear on resolved incidents.

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
    ServiceNow® Otto for 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
    ServiceNow Otto 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 ServiceNow Otto experience on the Create Article page, configure the following knowledge base generation criteria:

  • Install the knowledge skills. For more information, see Configure ServiceNow Otto for IT Service Management (ITSM).

  • Make sure that the following criteria are in place in the AI Admin Hub 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 ServiceNow Otto panel is displayed.

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

  • Activate the Knowledge Content Recommendation skill. In Otto Admin, navigate to Otto Experiences > Otto Context Menu and activate the Knowledge Content Recommendation skill. Activating the Otto Context Menu alone does not enable this skill.

  • 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.

    [Omitted image "now-assist-itsm-knowledge-option.png"] Alt text: ServiceNow Otto in ITSM knowledge article option.

    Note:

    • The Create knowledge UI action is only visible when an incident doesn't have an existing knowledge article that is associated with it.

    • If the popup modal does not appear, see the KB Generation Otto popup modal is not visible in the ServiceNow Operations Workspace knowledge article for the resolution.

      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.

      This includes determining if the following actions must be done:

      • Display the write option using ServiceNow Otto.
      • 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 UI display
    In Service Operation Workspace [Omitted image "now-assist-itsm-kb-interceptor-sow.png"] Alt text: The knowledge article interceptor page in Service Operations Workspace
    In Core UI [Omitted image "now-assist-itsm-kb-interceptor-ui16.png"] Alt text: The knowledge article interceptor page for core UI.

  5. 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.

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

To add or update the knowledge article

Do this

In Service Operation Workspace
  • In the main article editor, select the ServiceNow Otto icon and make changes as needed.

[Omitted image "now-assist-itsm-sow-create-new-knowledge.png"] Alt text: Create a KCS article for an incident in SOW-Article body sections populated from fields in the corresponding incident

  • Click Save.

In Core UI

You can update the knowledge article manually or use Generative AI to update it.[Omitted image "now-assist-itsm-coreui-create-new-knowledge.png"] Alt text: Create a KCS article for an incident in CoreUI

To update it:

  • Manually, select No, write it myself and updated the contents in the fields manually.
  • Using ServiceNow Otto, select Yes, draft with AI . ServiceNow Otto adds content to the Issue and Resolution fields.
  • Select Submit after you make the changes. Note: Select Edit using improved editor. The new Knowledge Article Advanced Editor page opens in the Knowledge Center where you can edit the content and click Save to save the edits.
7. If you’re creating a draft of the article with ServiceNow Otto, 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.

\[Omitted image "now-assist-itsm-ai-search.png"\] Alt text: AI Search activated

Type of UI

Procedure

In Service Operation Workspace
  1. Open an incident.
  2. Select Create Knowledge.
  3. Select the Delete icon and select Clear Canvas.

The 'Write about (incident number)' displays.

  1. Enter an incident number or an incident short description and press the arrow icon[Omitted image "now-assist-itsm-arrow-icon.png"] Alt text:. [Omitted image "now-assist-itsm-sow-clear-canvas.png"] Alt text: Clear the canvas to view incidents with similar tasks- When an incident number is provided, ServiceNow Otto generates the article based on the incident number.
  • When an incident short description is copied and pasted, ServiceNow Otto searches the top three similar incidents to generate the article. The Knowledge article is created and attached to all selected similar incidents.

[Omitted image "now-assist-itsm-sow-similar-inc-knowledge.png"] Alt text: Knowledge created for similar incidentsSelect Save to save the article.

In Core UI
  1. In CoreUI, open an incident with similar incidents.
  2. Select Create Knowledge.
  3. Select Yes, draft with Otto .

A popup displays similar incidents. You can select up to 5 incidents.

  1. Select Continue without more tasks.

The knowledge article is created.

  1. Select Save.

The knowledge article is attached to all similar incidents.

[Omitted image "now-assist-itsm-coreui-multiple-inc-knowledge.png"] Alt text: Multiple related incidents in CoreUI
8. Review the article and edit it if necessary.

  1. Select Save or Publish.

    • The ServiceNow Otto success message disappears indicating that it’s no longer a ServiceNow Otto generated article.
    • If Now LLM Service fails to generate a result, you see an error message.
    • When creating an article using ServiceNow Otto, the process once triggered can’t be stopped. ServiceNow Otto continues to generate the article even if you close the dialog box.
    • Note: 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.

Related topics

ServiceNow Otto in Knowledge Management

Keywords Now AssistAgentic AIgenerative AIGen AI
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