Why It Matters
Knowledge articles help your team document common fixes, answer repeated questions, and give employees a self-service resource before they submit a ticket.
In AssetSonar ITSM, you can create articles manually or use AI to generate a draft from a prompt.
How to Set It Up
Go to Tools → Knowledge Base and click New Article.
In the Overview tab, enter the article’s Subject. The subject should clearly describe the issue or topic, such as Troubleshooting Laptop Overheating or How to Request Software Access.
Next, add the article content in the editor. You can write the content manually or use AI to generate a draft. To generate an article with AI, enter a prompt describing the article you want to create, such as Generate an article on laptop overheating.
The AI creates a draft article from the prompt. Review the generated Subject and article body before publishing. Update the subject, if needed, so it works as a clean article title instead of reading like the original prompt.
Review the generated content and make any required changes. AI-generated content may include formatted sections and bold headings, but you should still check the article for accuracy, tone, and completeness.
Assign the article to the correct Knowledgebase Category. Add any required attachments.
Go to the Targets tab to define which users, groups, or profiles can view the article.
Go to the Service catalog tab to configure how the article appears for end users in the self-service portal.
Before publishing, confirm:
- The article title is clear.
- The steps are accurate.
- The headings are formatted correctly.
- The article is assigned to the right category.
- The visibility is set correctly.
- The article appears in the right portal location.
Once the article is ready, save or publish it based on your workflow.
Note: Review AI-generated drafts before publishing. AI can help create the first version, but the final article should still be verified by your team.
Next Steps
Go to Tools → Knowledge Base, create a test article using an AI prompt, review the generated subject and content, then publish it only after confirming the steps and visibility settings.
