Incident creation agent

minimum version 2026 1 the knowledge base agent searches knowledge sources to provide clear and helpful answers, allowing users to solve issues quickly and reduce ticket creation to enable and configure the knowledge base agent, do the following log in to as an open the configuration console and select ai configuration hub > agentic ai > agent settings enable the knowledge base agent using the toggle button an additional toggle button with the same function is available in the upper right corner of the agent page click configure to further set up the agent enable the use internal knowledge source toggle button to allow agentic ai to utilize internal knowledge base for decision making and providing responses to user queries image of knowledge business record only published internal knowledge sources are used for knowledge search enable the use external sources toggle button to allow agentic ai to utilize external resources for decision making and providing responses to user queries image of knowledge base external sources dialog a click manage external sources to add relevant links to external resources b enter the supported domains in the text field and click add you can specify either a domain or a domain path to include subpages in the search, the configured path can contain up to two subfolders in this case, the search includes content at the specified path and all subordinate paths for example ww\ microsoft com/windows/ → 1 subfolder www microsoft com/windows/security/ → 2 subfolders only publicly accessible content that has already been indexed can be returned if you specify a deeper path than supported, subpages are not included in the search for that path as a result, child pages under that path are not searched to search a section and its child pages, use a higher level path that meets the two subfolder limit, or specify an individual webpage if you want to target a single page for example www microsoft com/windows/security/update/ → 3 subfolders, so subpages are excluded in the search c click remove to delete any url from the added list under conversation setup > articles used in knowledge summarization , enter the number of most relevant articles that should be used to generate the knowledge summary under conversation setup > max response length , set the maximum length of a response to a knowledge search article allow transfer to live agent enable the toggle button to transfer the interaction to your service desk human agent in case the agentic ai bot cannot solve the user's request along with this toggle, you must also enable the allow transfer to live agent toggle in global settings > escalation handling under advanced settings > knowledge base description , define the scope of the knowledge base agent by detailing the types of queries the agent can handle you can also provide some example queries related to the knowledge base to help the agent better understand the context when users ask queries other than those defined here, the agent considers them out of context and replies to users accordingly modifying the intent description might result in unpredictable agent behavior we recommend that only users with experience in llm prompt engineering make these changes image of knowledge base agent settings page fields marked with an asterisk ( ) are mandatory limitations the knowledge base agent does not support attachments associated with internal business objects therefore, the pdf and text files attached to knowledge business objects are excluded from knowledge search results when the use internal knowledge source toggle is enabled, all internal knowledge business objects are referenced however, only published internal sources are used during a live agent transfer session, the end conversation button is displayed only after the live analyst sends a response users can end the session only after the live agent has sent a response and the chat bot is waiting for input from the user if the live agent does not respond, the session times out automatically, but the user cannot terminate the session during live agent transfer, a conversation summary should be sent to the live agent at the beginning of the session this functionality is currently not working at the end of a live agent transfer session, users are not informed about what to do next however, when the session ends, the agentic ai is reset and users should initiate a new prompt, even if no live agent was available the agentic ai handles only it‑related issues other line of business (lob) queries, such as hr, facilities, and other non‑it requests are not supported the agentic ai does not fully support language translation while it understands prompts in multiple languages, it currently responds using a combination of the user’s locale and english the following image shows an example in which the user provides input in french, but the agent responds in english to create incident tickets for user queries, the incident agent uses the appropriate template from the saved templates list in some cases, the agent might have limited ability to predict certain required fields in the templates, except fields such as profile link, status, summary, description, urgency, and impact for example, fields such as team, owner, category etc therefore, we recommend that administrators prefill the required fields in all saved templates leaving these fields empty might cause the agent to ask end users for the field values or might even prevent incident creation if you add employeeassociatedci to the configuration fields on the agent configuration page, only the devices associated with the employee through employeeassociatedci are considered for device mining by default