TicketScope now drafts KB articles from resolved tickets

The most common complaint from MSP engineers about knowledge base maintenance: "I know I should write this up, but after I resolve the ticket I'm already on to the next one."

The KB doesn't get written. Three months later, someone else hits the same issue and searches the KB, finds nothing, and spends 45 minutes rediscovering the same fix.

TicketScope's new KB article drafter closes this loop. After you resolve a ticket, click "Draft KB article…" and get a structured draft in ~3 seconds.

What it generates

Given a resolved CW ticket and its note thread:

• Title — concise, searchable, no ticket numbers or client names
• Symptom — 1–2 sentences from the end user's perspective ("Users reported…")
• Root cause — 1–2 sentences on what actually caused it
• Resolution steps — 2–7 numbered imperative steps (Check X, Navigate to Y, Run Z)
• Applies to — comma-separated list of affected systems (Windows 11, Outlook 365, FortiClient, etc.)
• Category tag — Network, Security, Email, Desktop, Server, Cloud, Printing, or Other

The output is synthesized from the ticket notes — it doesn't dump the raw notes verbatim. It writes in KB language, not engineer-to-engineer shorthand.

Copy to clipboard

The "Copy full article" button formats everything as plain text with section headers:

Office 365 MFA prompting in loop after update
Category: Cloud
Applies to: Microsoft 365, Chrome, Edge

Symptom
Users reported being continuously prompted for MFA authentication after a Microsoft 365 update.

Root Cause
A stale browser token cache caused the authentication flow to loop.

Resolution
1. Sign the user out of all Microsoft 365 sessions in browser.
2. Clear the browser token/credential cache (chrome://settings/passwords).
3. Force a fresh sign-in via portal.office.com.
4. Verify MFA completes successfully and prompt does not reappear.

Paste that into your KB tool (IT Glue, Confluence, SharePoint, whatever), review it, and it's done. Most KB entries take longer to format than to review.

Stub mode works too

If you haven't configured a Haiku API key (or you're in direct mode without CW API credentials), TicketScope still generates a stub article. The stub infers the category from your CW board name and generates a generic-but-correct structure. It's not as good as the AI version, but it's better than a blank article.

Why this belongs in the ticket workflow

The moment you click "Resolved" is when the fix is freshest in your memory. That's the right moment to write the KB article — not at the end of a sprint, not in a Friday cleanup session, not never.

TicketScope is already on the screen when you're resolving tickets. The KB draft is one more click from where you already are.

Typical MSP flow

1. Open ticket → TicketScope sidebar appears, summary loads
2. Work the issue, add notes as you go
3. Click "Draft resolution…" → copy into CW resolution field
4. Click "Draft KB article…" → review, edit title if needed, copy to KB tool
5. Resolve ticket

Steps 3 and 4 add about 30 seconds. The KB article they produce would have taken 5–10 minutes to write from scratch.

TicketScope is a Chrome extension that overlays ConnectWise Manage ticket pages with AI-powered tools: ticket summary, time entry draft, resolution draft, client status updates, similar tickets, and now KB article drafts. Currently in private pilot for AGJ customers.