There are two ways to generate Knowledge Base articles from the tickets that are attached to the specific application/bot.
From Bulk Tickets (via Knowledge Generation Job):
Navigate to Content Generation > Knowledge Generation Clustered Tickets, choose Job Configuration from the Settings pull-down menu and then click the Generate Knowledge button. The results for this option are returned on the Content Generation -> AI Generated Documents -> Bulk Tab
From Single Ticket:
Start from the Agent Assist application/bot and click the Generate Knowledge from Individual Ticket button.
The results for this option are returned on the Content Generation -> AI Generated Documents -> Single tab.
From SOR -> Tickets, you can navigate to the Tickets page in multiple ways:
Go to SOR → Tickets, or
Click on the Ticket Count in Content Generation → AI Generated Documents → Bulk tab, or
Click the Data Processing Funnel button and select any purple or grey box, which will navigate to the Tickets List page.
From the Tickets List page, click on a specific ticket to open the Ticket Details page.
Purpose of Navigation via Content Generation
Navigation through Content Generation helps you review tickets within a cluster.
If you are not satisfied with the automatically selected representative ticket, you can manually choose a specific ticket from the cluster and generate knowledge from that single ticket.
Similarly, for bad-quality tickets, you can select the ticket, add Additional Comments, and generate the document without waiting for IT agents to update the ticket in the source system and then re-ingest it into Aisera.
This allows you to directly add comments to a single ticket and generate the document immediately.
