Knowledge Sources - Configuring TD Work Management Knowledge Base Articles/Tickets

If you have a TeamDynamix Work Management environment, you can create a knowledge source that points to a ticket or knowledge base report. This allows your AI application to ingest knowledge from your knowledge base articles. This data is then processed and indexed for use in knowledge-based systems, enabling efficient retrieval and understanding of relevant content.

Step 1: Create Knowledge Base / Ticket Reports in Work Management

You will need to create two reports in TDWorkManagement: one report of all relevant knowledge base articles for one-time ingestion, and a separate report that only gets items modified in the last X hours/days, which will be used for refreshing the knowledge content.

Create the Ingestion report

1. In Work Management, navigate to Analysis
2. At the top of the page, click +New, then click Report
3. Select Knowledge Base Report or Ticket Report
4. Give your report a Name. This name is internal and will not be shown to end-users
5. Add the following columns, depending on the type of report (all other columns are not needed, and can be removed):

   For Knowledge Base Articles:	ID Primary Client Portal
   For Tickets:	ID Application Name

6. Optionally add filters
   1. For KB articles, we recommend at least "Published is true" or "Public is true"
      • You can create multiple reports that target different categories in your knowledge base, and set them up as separate knowledge sources
      • When your application is deployed, it will provide an answer based on the current user's permissions (articles that the user cannot see in the Client Portal will not be available.
   2. For Tickets, we recommend pulling tickets that are closed and have relevant results for usage in CAI or AI Service Assist. Include tickets that come from customers and represent the types of tickets that you want to use the tool for.
7. Under the "Set the maximum number of rows to retrieve" section, set the maximum rows to 50,000
8. Under the "Owner and Visibility" section, set the Visibility to Everyone with the application
   • Note: this setting is controlled by a permission in Work Management, so you will need to have global access to "Add Global Searches and Global Report Folders in Analysis"
9. At the top of the page, click Save

Create the Update Report

The easiest way to create the update report is to copy the one-time report and add filters.

1. In Work Management, navigate to Analysis
2. On the left navigation menu, click Custom Reports
3. Search for and click on your one-time report
4. At the top, click Actions > Copy
5. Choose a new name for your update report, and check the "Copy Visibility Permissions?" box
6. At the top, click Save
7. Click View the new report
8. In the Filters section, add two filters:
   1. Created is greater than or equal to the run date minus 7 days
   2. Modified is greater than or equal to the run date minus 7 days
      Note: you can change the number and interval (e.g., 1 hours, 2 days) if you plan to check for updated articles more or less often
9. Under the filters, click the Show Advanced button
10. In the filter box, type "1 or 2" (without quotes)
    • If you have more filters in your report, you may have to create a more advanced filter query
    • The important part is that you specify that the "created" filter OR the "modified" filter is true
11. At the top, click Save

Step 2: Create Knowledge Source

1. In Conversational AI, go to Administration on the Top Navigation
2. Under the AI Knowledge Sets heading select Knowledge Sets
3. Select the Knowledge set that you want to add a web crawl source to
   1. If you don't have a Knowlege Set created, see this article on creating knowledge sets.
4. On the Left Navigation Menu select Sources
5. In the upper right select the Add Button which will open a Create Knowledge Set Source dialog
6. In the Dialog give the source a Name, description and select type of TD Work Management Knowledge Base Articles or TD Work Management Tickets
7. Select TeamDynamix Work Management Credentials to retrieve a list of Knowledge Base or Ticket Reports
   • If you do not yet have credentials created for Work Management, follow instructions in this article to configure them: Article - TeamDynamix: Connecting to iPaaS
   • ** Note: this service account will require access to the items that you are trying to ingest as well as the reports that you built in step 1. Make sure that you have granted this access when you created the account in TDAdmin. Access often includes the Analysis application and the ticketing application/s in question.
8. Select the Report and Update Report you want to use for the ingestion

Step 3: Set Up TD WM Integration Settings

1. In Conversational AI, go to Administration on the Top Navigation
2. Under the General heading select Organization Settings
3. Click on the TD WM Integration tab
4. Use the Environment dropdown to select the environment that you created your reports in
5. Enter your TeamDynamix environment's Partition ID
   • You can find this value in TDAdmin > Home > Details tab, toward the bottom of the page, listed under Partition ID
6. Enter your TeamDynamix environment's BEID
   • You can find this value in TDAdmin > Home > Details tab, at the top of the page, under your organization's name, it is listed as ID: <Your BE ID>
7. Click Save Changes

** This setup is great for getting started. In the long run, you will want to set up Environments to manage knowledge query context between sandbox and production. See this article for details: Using Environments with AI Knowledge Sets

Step 4 (Optional): Create Refresh Schedule

1. In Conversational AI, go to Administration on the Top Navigation
2. Under the AI Knowledge Sets heading select Knowledge Sets
3. Select the knowledge set you want to add a schedule to
4. On the left navigation select Configuration
5. At the bottom select Add Scheduled Update
6. In the dialog add a name, select the knowledge set source, and frequency
   1. You should use the same frequency you set up in your update report
   2. E.g., if your update report is looking for items created or updated in the last 7 days, set your refresh schedule to weekly
7. When configured select Save Changes