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</style><p id="isPasted"><strong>In this guide we will cover:</strong></p><p><strong>- Configuring KB Articles to be Created by AI</strong></p><p><span style="font-size: 13px;"><strong>- </strong></span><strong>Trigger using an action</strong></p><p><strong>- Trigger using an event</strong></p><p><strong>- Creating Articles when using the Halo Default Connection</strong></p><p><br></p><p id="isPasted">Knowledge base articles can be created automatically using AI, taking in the correspondence between the user and the agent of the ticket and creating a description and resolution for the article. This can either directly create an article or create an article draft ticket, depending on your Halo settings. </p><p><br></p><p>This functionality can assist you in creating a comprehensive knowledge base to assist agents in resolving incident tickets. </p><p><br></p><p>This is available both when using your own, or the <a href="https://usehalo.com/haloitsm/guides/2385" target="_blank" rel="noopener noreferrer">Halo Default AI connection</a>. If you are looking to utilise this functionality when using the Halo Default connection, jump to the section "Creating Articles when using the Halo Default Connection" of this guide as setup using this method will differ. </p><p><br></p><p><strong><span style="font-size: 14pt;">Configuring KB Articles to be Created by AI</span></strong></p><p>A runbook is used to have AI create knowledge base articles, and this is available out-of-the-box in Halo. To download and enable this runbook head to Configuration > AI > Feature Library and enable "Create knowledge base articles using AI".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFiMDViYjBmLTM5NDUtNDExNi1iZDRhLWQwYWY3NjM4NTg4OSJ9.XTqIPDKfj1Oph0w1NyqQf4iaFIstQuEBruRtPhEH02g" class="fr-fic fr-fil fr-dib" width="508" style="width: 510px; height: 295.652px;" height="296"></p><p><strong><span style="font-size: 10pt;">Fig 1. Create knowledge base articles using AI setting</span></strong></p><p><br></p><p>You will now need to configure how/when this runbook is triggered. It can either be triggered manually, by using an action on a ticket, or you can have the runbook trigger automatically from a determined event in Halo. </p><p><br></p><p><strong><span style="font-size: 14pt;">Trigger using an Action</span></strong></p><p data-pasted="true">An action in Halo is a step that can be added to a ticket workflow, such as resolving a ticket, adding a note, or sending an email. AI article creation can be triggered automatically when an agent uses one of these actions, meaning an article is generated as a natural part of the agent's existing workflow without any additional steps required.</p><p><br></p><p>There are two ways to configure this depending on whether you want article creation to happen automatically every time an action is used, or only when the agent explicitly opts in.</p><p><br></p><p><strong><span style="font-size: 12pt;">Automatic Trigger on Action</span></strong></p><p>To have article creation trigger automatically every time a specific action is used, navigate to Configuration > Tickets > Actions and create a new action or edit an existing one. Set the system use of the action to "Send Webhook/Queue Integration Runbook" and select either the Azure OpenAI or OpenAI create knowledge base article runbook in the field below, depending on which AI connection you are using.</p><p><br></p><p>This approach is useful where you always want an article created when a certain action is taken, with no agent input required. It is recommended to add the Note field to the action and set its default value to $-allactions. This pulls in a summary of all ticket actions as context for the AI model, resulting in a more accurate article description and resolution.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdmNTYzNzM3LTEyNzQtNGQzMS04NzMyLTVmMzllMmZhODRmNyJ9.Qc2rMzFcPcLKzI37frc2brcHAt37B2jO4xAn0SXvnmk" class="fr-fic fr-fil fr-dib" width="763" style="width: 765px; height: 384.632px;" height="385"></p><p><strong><span style="font-size: 10pt;">Fig 2. Action to create a knowledge base article</span></strong></p><p><br></p><p>When the runbook is triggered using an action it is advised to add the "Note" field to the action and default this to contain $-allactions. This will summarise all the ticket actions within the same action that triggers the runbook, resulting in a more accurate article description/resolution. </p><p><br></p><p data-pasted="true"><strong><span style="font-size: 12pt;">Agent Driven Creation on Resolve Ticket</span></strong></p><p>The second approach, which is added to the Resolve Ticket action by default, gives agents control over whether an article should be created at the point of resolution. To configure this, navigate to Configuration > Tickets > Actions and edit your Resolve Ticket action. Add a checkbox field to the action with a label such as "Would you like to create a Knowledge Base Article using AI?" When an agent resolves a ticket, this checkbox appears on the action alongside the standard fields such as Closure Code and Time Taken. If the agent checks it, the article creation process is triggered automatically.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdlYzVhZDgxLTg4NTQtNGNhYi04MTQyLTMxMTk0YThiZGUyNyJ9.zz2vXheLy6esMnvmxl6wpbuKEzL42d_7uAj1Z4yr5lo" class="fr-fic fr-fil fr-dib" width="814" style="width: 816px; height: 358.722px;" height="359"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3a. Checkbox on resolve ticket action to trigger KB creation process</span></strong></p><p><br></p><p>The runbook monitors for this condition via a trigger event configured under Configuration > Integrations > Custom Integrations > Integration Runbooks. Select the " Create knowledge base article" runbook matching your connection type and open the Events table. The event is set to fire when an action of type "Action added by Agent" is added to the ticket, with the specific action set to Resolved (Resolve Ticket), and the additional condition that the "Would you like to create a Knowledge Base Article using AI?" field is equal to Yes. This means the runbook only fires when an agent explicitly opts in at the point of resolution, and tickets resolved without checking the box will not generate an article.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE1N2FiYzU2LWYxNGItNDUxYy05N2JmLWE5M2E5Njc5MTQ0YSJ9.qaTEze-5HluGaqWAO_CHxU5VrzmCbH_9Cp6fY5MRtjY" class="fr-fic fr-fil fr-dib" width="853" style="width: 855px; height: 506.359px;" height="506"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 3b. An event to trigger the runbook when triggered from the resolve ticket action</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Trigger Using an Event</span></strong></p><p>To have the runbook trigger (and article created automatically) when a set event occurs head to Configuration > Integrations > Custom Integrations > Integration Runbooks > select the 'Create knowledge base article' runbook associated to the connection type you are using. Then in the events table you can determine what event causes this runbook to trigger. In the figure 3 example the runbook will be triggered each time a 'problem' ticket type is closed. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlMWQ1NTc5LTRmYzEtNGUzMy05MmYxLTY0ODUyNzc5NjM3MCJ9.2Wnc9HlykLVWV4BUglEqVEqy0cSPO2X0QqcKyWpg208" class="fr-fic fr-fil fr-dib" width="1194" style="width: 1196px; height: 645.53px;" height="646"></p><p><strong><span style="font-size: 10pt;">Fig 4a. Event to trigger runbook when ticket 'closed'</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ1NzkyMzc5LTAwYjctNGU4MC1hOTNhLTQ0YzExYzQ5ZTkxMyJ9.7E-RsJFUvdrgWqIqVBGMqrN5Mtv5oDp-NAI5zLGia9Q" class="fr-fic fr-fil fr-dib" width="578" style="width: 580px; height: 386.366px;" height="386"></p><p><strong><span style="font-size: 10pt;">Fig 4b. Additional event criteria - ticket type = problem</span></strong></p><p><br></p><p>Now each time the configured action is used, or the set event occurs a knowledge base article will be created in your instance based on the ticket data. </p><p><br></p><p>The created article will have a title of 'Article Created from Ticket X' and will be created under the default FAQ list (this is the FAQ list with the lowest system ID). If you are using the article drafts functionality (enabled under configuration > knowledge base) a new article draft ticket will be logged. With AI populating the article description and resolution fields on the ticket. For more information on article drafts see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2047" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>. </p><p><br></p><p><br></p><p data-pasted="true"><strong>How the Ticket Data is Gathered</strong></p><p>When the runbook fires, it runs an SQL query against the Halo database to retrieve all agent and end user notes from the ticket's action history, ordered sequentially. Each note is labelled with its origin, either Technician Note, End User Note, or Automation, giving the AI model full structured context of the conversation and resolution steps. System messages and notes without meaningful content are excluded from the query to keep the context clean.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMzOTg1MWE5LTdlNzItNDg1OS1iZWExLTBmYWRiNGUxYWUzZiJ9.id559FEkoMVjOqxddraVHtIIdO0wDcr1ooTKlQFf1Tc" class="fr-fic fr-fil fr-dib" width="779" style="width: 781px; height: 473.031px;" height="473"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5a. SQL Step to consolidate actions completed on the ticket</span></strong></p><p><br></p><p>This compiled note history is then used as the source input across a series of separate API calls made during the article creation process. Each call targets a specific part of the article, with the runbook making individual requests to generate the article title, the problem description, and the resolution separately. Each call passes the same ticket note context to the model but uses a tailored system prompt instructing the model on what to produce for that specific field. For example the description prompt instructs the model to identify the core issue and summarise it as a structured problem statement, while the resolution prompt instructs it to extract the steps taken to resolve the issue. The response from each API call is fed into the next as additional context, ensuring coherency across the article so that the title, description, and resolution are consistent with each other rather than being generated in isolation. Sensitive data such as names, emails, and passwords is explicitly excluded across all prompts. The outputs from each call are then written to their respective fields on the knowledge base article via the Halo API.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjBjZjVhNDZkLTlkNjctNDY2ZC1hY2JkLTE2MGNmNmY0NGEyZSJ9.jSpmP4oPjWzVO1vo5J8T7IspxYJluHLZbw5dPpn21vw" class="fr-fic fr-fil fr-dib" width="775" style="width: 777px; height: 418.349px;" height="418"></p><p><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5b.Runbook flow structure for KB creation</span></strong></p><p><br></p><p>The integration call is made to the configured AI connection using the provider's API endpoint, with the integration field in the runbook step controlling which provider is used, either OpenAI or Azure OpenAI out of the box. This is where multi-model support is applied. The runbook can be duplicated and the integration method updated to point to any LLM accessible via an API, such as Anthropic Claude, Google Gemini, or any other model with an accessible HTTP endpoint, without changing any other part of the workflow.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU2NDZkMWFmLWVkMWUtNDZkNi04MTEzLWJmODBkMmEwZjJlZiJ9.-SO90pVipkVNrm2kbzuQ9jS3qKYksDEVSeHVOc56jzw" class="fr-fic fr-fil fr-dib" width="833" style="width: 835px; height: 502.589px;" height="503"><strong data-pasted="true"><span style="font-size: 10pt;">Fig 5c. Article Summary/Title step showcasing multi-model/ BYOAI Capabilities</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Creating Articles when using the Halo Default Connection</span></strong></p><p>If you do not have your own AI connection and would instead like to leverage Halo's Default AI connection to create knowledge base articles, a runbook and AI Abilities can be downloaded to achieve this. The runbook and abilities needed can either be downloaded to your instance from the online repository or uploaded using the attachments on this guide. </p><p><br></p><p>If using this method, ensure you have the setting shown in Figure 1 disabled, otherwise two article creation automations will be attempting to run in parallel. </p><p><br></p><p><strong><span style="font-size: 12pt;">The Process</span></strong></p><p>When automatically creating knowledge base articles using this method, the creation process occurs as follows:</p><ul><li>Automatic article creation is triggered when an agent closes a ticket (provided they check the field to confirm they would like article creation to take place). This trigger is customisable. </li><li>A note will be added to the ticket to indicate article creation has begun.</li><li>All the previous notes and actions on the ticket will be sent to your AI model.</li><li>AI will then evaluate this ticket information and will generate an appropriate article description and resolution.</li><li>A check will run to see if you are using article drafts in your instance.</li><li>If you are not using article drafts, a new article will be created in your instance using article description and resolution generated by AI.</li><li>If you are using article drafts, a new article draft ticket will be created in your instance with the article description and resolution fields pre-populated with the description and resolution generated by AI. This ticket will be logged as a child of the original ticket. </li></ul><p><strong><span style="font-size: 12pt;">Download Article Creation Runbook and Ability from the Online Repository</span></strong></p><p>If you are on v2.250+ head to the runbook online repository (Configuration > Integrations > Custom Integrations > Integration Runbooks > Online Repository. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjZkZmMzMzgxLTYzOTItNDU1Ny05NzYwLTE4NDdlMTVmNDkxOSJ9.aSdel3kBSqUN8NPjkUuBtQ827QgXB8UyZcqu8n4wOTo" class="fr-fic fr-fil fr-dib" width="1483" style="width: 1485px; height: 269.318px;" height="269"></p><p><strong><span style="font-size: 10pt;">Fig 6. Runbook Online Repository</span></strong></p><p><br></p><p>From here select "Halo AI - Knowledge Base Creation" then "Install". This will create a new runbook in your instance that will automatically create knowledge base articles for you. Ensure the runbook is enabled and it will be ready to use. </p><p><br></p><p><strong><span style="font-size: 12pt;">Create Article Creation Runbook and Ability Manually</span></strong></p><p>If you are not on v2.250+ (or the runbook is not available in your online repository) the runbook can be created using the JSON attached to this guide "Halo AI - Knowledge Base Creation Runbook". Once you have copied the attached JSON create the runbook by navigating to Configuration > Integrations > Custom Integrations > Integration Runbooks > Import from JSON. </p><p><br></p><p>Then you will need to create two AI Abilities:</p><ul><li data-pasted="true">Knowledge Base Description</li><li data-pasted="true">Knowledge Base Resolution</li></ul><p><br></p><p>The instructions for each of the Abilities can be found attached to this guide. Once copied head to Configuration > AI > Feature Library > AI Abilities > New, to create the abilities. </p><p><br></p><p>Each ability will need the input variables shown in Figure 7 and 8. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImVmNzI4OGQwLTdiZmItNGZkZC04ZmEzLWZiNmUwZTMzNGU0ZCJ9.wrkKLAfX3L5HJ_B4HbpsOYdchGOPTM9lLjrdaS8aF1E" class="fr-fic fr-fil fr-dib" width="1101" style="width: 1103px; height: 659.264px;" height="659"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 7. Input variables for Knowledge Base Description Ability</span></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiYmUyMTFiLTVmYjItNDgyYi1hYjBlLWFiYmQ1Mjk4ZDhkNCJ9.SNzGDvGXZmEbvNYlQyLvt8e1F-nBj_irk0aNK1qxh-4" class="fr-fic fr-fil fr-dib" width="1166" style="width: 1168px; height: 663.996px;" height="664"></p><p data-pasted="true"><strong><span style="font-size: 10pt;">Fig 8. Input variables for Knowledge Base Resolution Ability</span></strong></p><p><br></p><p><strong><em>Note: Enable "Force JSON response" for each Ability. </em></strong></p><p><br></p><p>Once the variables are created, head back to the runbook and assign each of the Abilities to the respective runbook steps. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU0ZTYyMGJiLWM0NjQtNDBiNS04ZmVjLWQ4MzQ5ZmY2YWM5MyJ9.dmFhblkq2Vbgo_RnBFsq1t4ZzxYqVx4bq7sD4vyNTVk" class="fr-fic fr-fil fr-dib" width="975" style="width: 977px; height: 506.52px;" height="507"></p><p><strong><span style="font-size: 10pt;">Fig 9. Runbook Steps to assign AI Abilities to</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Customise the Process</span></strong></p><p>Once the runbook and Abilities are created, you can customise these to tailor article creation to your business requirements.</p><p><br></p><p><strong>Customise the Prompt </strong></p><p>Each AI Ability contains a prompt (instructions) for your AI model, on how it should generate a article description and resolution. This prompt can be customised to give AI more context on your specific business needs and how you would like articles to be structured. </p><p><br></p><p>To customise the prompt edit and adjust the instructions given to each Ability. Only edit the sections of the prompt highlighted in Figure 10, as the rest of the prompt ensures the response is returned in a form that can be properly processed.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZiZTg5YTE5LTViMTktNGIxNi1iYjIzLTA3Nzc5NDFmYTdmMiJ9.3c_mLBuiLOVj_RB26AQwoZSv38bsxvaL8ZcsgJoOmBw" class="fr-fic fr-fil fr-dib" width="1432" style="width: 1434px; height: 788.163px;" height="788"></p><p><strong><span style="font-size: 10pt;">Fig 10. Customisable section of prompt for Knowledge base Description Ability</span></strong></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJlZDkyNjExLTljNWQtNDg2Yy1hOTFjLWYxMjkwM2MzYTY5YyJ9.rb17wA_V7V_gX2A9SSXEgg0w4vX2T3njmJOfFdC-ado" class="fr-fic fr-fil fr-dib" width="1438" style="width: 1440px; height: 830.951px;" height="831"></p><p><strong><span style="font-size: 10pt;"> Fig 11. Customisable section of prompt for Knowledge base Resolution Ability</span></strong></p><p><br></p><p><strong>Set the FAQ the Article is Added to</strong></p><p>By default, articles created using this automation will be added to FAQ list with id=9. To change the FAQ list edit both steps highlighted in Figure 12. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU3MTYxYWIwLTFjOGMtNDhiOS1hNjIzLWVlM2Y5YWIyMDAzOSJ9.x6KEoKQGzwozRpUXMuuyjtZIdRfcgR0e_aTItb_gkSM" class="fr-fic fr-fil fr-dib" width="1248" style="width: 1250px; height: 553.393px;" height="553"></p><p><strong><span style="font-size: 10pt;">Fig 12. Edit article (draft) creation steps</span></strong></p><p><br></p><p>When editing change the id and name of the "faqlists" parameter of the JSON body to reflect the FAQ list(s) you would like the new article to be added to. You may wish to create a new FAQ list dedicated to housing AI generated articles. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjE3NzRkMTczLWYyOWYtNGYwOS04MzJjLWZmZGNlNmU4NmM3MCJ9.HVVtxwcDc3RDExRJKshRXhrE1zQDV6fT2PWddzj4Lnw" class="fr-fic fr-fil fr-dib" width="1201" style="width: 1203px; height: 826.457px;" height="826"></p><p><strong><span style="font-size: 10pt;">Fig 13. Section of JSON body to edit to change the FAQ list articles are added to</span></strong></p><p><br></p><p><strong>Set when Article Creation is Triggered</strong></p><p>Head to the "Details" tab to set the events that should trigger article creation (this runbook). For example, you may like this to trigger each time a ticket is closed, provided the agent checks a custom field to indicate they would like an article created. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjU5NDExYzVhLThlMDUtNDJhMy04ZWZkLWVkZDM1Nzg2MzdkNSJ9.sCW2RC1xyST9H5VSAA-fzYOM1FhDBfda4uUHyEEyEKo" class="fr-fic fr-fil fr-dib" width="536" style="width: 538px; height: 441.417px;" height="441"></p><p><strong><span style="font-size: 10pt;">Fig 14. Events to trigger a runbook</span></strong></p><p><br></p><p><br></p>
