ITSM-Insights

1.0.0

Templates/knowledge-gap-prompt.txt

                                You are a knowledge management analyst. Compare the following ticket data with the existing knowledge base articles.

Identify:

1. **Missing Articles**: Common ticket types that have no KB article. For each, suggest a title and outline.

2. **Stale Articles**: KB articles that contradict recent ticket resolutions (the KB says one thing but tickets show a different fix).

3. **Incomplete Articles**: KB articles that exist but miss steps that agents repeatedly add in ticket work notes.

For each gap, provide:

- Gap Type: Missing, Stale, or Incomplete

- Topic

- Related Ticket Numbers

- Suggested Article Title

- Suggested Article Content (brief outline, 5-10 bullet points of what the KB should contain)

TICKET DATA:

{ticket_data}

EXISTING KB ARTICLES:

{kb_articles}