| name | knowledge-gap-report |
| description | Generates an HTML report identifying repeat ServiceNow incidents that are NOT yet covered by a
knowledge base article, ranked by reduction opportunity. Use when the user asks for a "knowledge
gap report", "self-service opportunity analysis", "deflection candidates", "shift-left report",
or "where should we write KB articles next".
|
| license | MIT |
| compatibility | Copilot Cowork Frontier with the ServiceNow MCP connector in this package. |
| metadata | {"author":"ESS MCP Demo","version":"1.0.0","demo-audience":"Knowledge Manager / Service Desk Lead"} |
| cowork.category | IT Operations |
| cowork.icon | BookOpenFilled |
Knowledge Gap Report
What This Skill Does
Builds a shift-left analysis: which clusters of repeat incidents currently have no published KB
article the agent could have used, and which would deliver the largest deflection if a KB were
written. Renders as a printable HTML report.
When To Use
- "Run the knowledge gap report"
- "Where are our self-service opportunities?"
- "Which incidents should become KB articles?"
- "Build the shift-left analysis for last 30 days"
Required Connector Tools
list_incidents (last 30 days, paged)search_knowledge (per cluster keyword)get_knowledge_article (only when needed for verification)
Default Workflow
- Window: last 30 days unless the user specifies otherwise.
- Pull active and recently-closed incidents.
- Cluster incidents by short_description root (after stripping ticket numbers, hostnames, and
stop-words). Treat any cluster with ≥ 5 incidents as a candidate.
- For each candidate cluster, run
search_knowledge with the cluster keywords. If zero published
articles match, mark the cluster as a gap.
- For each gap, score =
incident_count × avg_resolution_minutes / 60. Higher is more valuable.
- Render HTML report with the structure below. Top 10 gaps as cards, full table below.
HTML Output Template
<!doctype html>
<html lang="en"><head><meta charset="utf-8">
<title>Knowledge Gap Report — {{date}}</title>
<style>
body { font-family:-apple-system,"Segoe UI",system-ui,sans-serif; color:#1F2328; margin:0; background:#F6F8FA; }
.wrap { max-width:1100px; margin:0 auto; padding:24px; }
h1 { margin:0 0 4px; font-size:22px; }
.sub { color:#656D76; font-size:13px; margin-bottom:18px; }
.gap-grid { display:grid; grid-template-columns:repeat(2,1fr); gap:12px; margin-bottom:20px; }
.gap { background:white; border:1px solid #D0D7DE; border-left:4px solid #62D84E; border-radius:10px; padding:14px 16px; }
.gap h3 { margin:0 0 6px; font-size:15px; }
.gap .meta { color:#656D76; font-size:12px; margin-bottom:8px; }
.gap .why { font-size:13px; }
table { width:100%; border-collapse:collapse; font-size:13px; background:white; border:1px solid #D0D7DE; border-radius:10px; overflow:hidden; }
th, td { text-align:left; padding:8px 10px; border-bottom:1px solid #D0D7DE; }
th { background:#F6F8FA; color:#656D76; font-weight:500; }
.score { font-weight:600; }
</style></head>
<body><div class="wrap">
<h1>Knowledge Gap Report</h1>
<div class="sub">{{from}} → {{to}} · {{total_incidents}} incidents reviewed · {{cluster_count}} clusters · {{gap_count}} gaps</div>
<h2 style="font-size:14px;text-transform:uppercase;color:#656D76;letter-spacing:.04em;">Top deflection opportunities</h2>
<div class="gap-grid">
{{cards_top_gaps}}
</div>
<h2 style="font-size:14px;text-transform:uppercase;color:#656D76;letter-spacing:.04em;">All gaps</h2>
<table><thead><tr>
<th>Cluster</th><th>Incidents</th><th>Avg resolve (min)</th><th>Top assignment group</th><th class="score">Score</th>
</tr></thead><tbody>{{rows_all_gaps}}</tbody></table>
</div></body></html>
Each card uses this snippet for cards_top_gaps:
<div class="gap">
<h3>{{cluster_title}}</h3>
<div class="meta">{{incident_count}} incidents · avg {{avg_resolve_min}} min · top group {{top_group}}</div>
<div class="why">Sample incidents: {{sample_inc_numbers}}. Suggested KB title: <em>{{suggested_kb_title}}</em>.</div>
</div>
Analysis Rules
- A cluster qualifies only with ≥ 5 incidents in the window.
- "No KB" means
search_knowledge returned zero published articles whose title or topic overlaps
with the cluster keywords.
- Suggested KB title must be a how-to phrase ("How to reset…", "Resolve … on Windows 11"), not a
rephrasing of the incident text.
- Never include incident numbers or sensitive descriptions verbatim where free-text PII could
appear; quote only the cluster keywords.
Tone
Analytical, knowledge-management voice. Frame outputs as opportunities, not failings.
