This article contains release notes for the AI Proposals for Service Desk extension.

Version 2.0.77

Improvements

• The extension now uses /ai/v2/chat/completions feature to generate the KBA Drafts ( Proposals ) instead of ai/generate, after getting the clusters of tickets from KB Gap detection in Prospero.
• The extension now retrieves the latest multiple clusters of tickets from Prospero based on the cached last Processing Date of the prior already computed KBA Proposal, instead of retrieving only the latest singular cluster computed.

Version 2.0.65

New Features

KBA Gap Detection

The new AI-based KBA Gap Detection feature helps you continuously improve your Knowledge Base by identifying topics that are frequently reported in tickets, but are not yet covered by Knowledge Base Articles. By periodically analyzing resolved tickets, the system highlights recurring issues where knowledge coverage is missing and generates KBA Proposals to close those gaps.

You can track KBA proposals using the newly added widget, available at Service Desk > Home > Home, as well as through email, in-app, and through Microsoft Teams notifications.

For additional information, read KBA Gap Detection.

Improvements

• The extension now runs in sandboxed mode.