Blind spots
Knowa looks at your tickets, assets and organizations and suggests what to document next, with the items each document should relate to.
The Blind spots card on your dashboard shows what's missing from your documentation, most important first. Each blind spot says why it matters, and shows the organization, assets or ticket it's about.
What Knowa looks for
| Blind spot | When |
|---|---|
| 🎫 Ticket write-up | A solved ticket, of the types your admin chose, that nobody has written up yet. Needs a PSA whose tickets are synced (HaloPSA or Autotask). |
| 🔁 Recurring issue | An asset with several tickets in a short time (3 in 30 days by default) and no troubleshooting runbook. |
| 🖥️ Undocumented asset | A server, firewall or network device (or anything tagged, e.g. Critical) with no document related to it, directly or through a tag. |
| 🧭 Organization overview | An active organization with at least three assets and no environment overview. |
The most important come first: recurring issues, then items tagged as important, organization overviews, tickets and other assets.
Write it
- For a ticket, Write it opens Document a ticket for it: Knowa writes it up from the ticket and its notes.
- For anything else, it opens a new document with the title, folder and sections filled in. With AI on, Knowa drafts it from what's documented about the organization.
When you save, the document is related to the suggestion's items, so it shows up on them and the suggestion goes away. A document written from a ticket is also related to the ticket's assets, and the ticket isn't suggested again.
Not worth it? Dismiss it and it won't come back. An admin can restore dismissed suggestions.
Documenting a gap any other way closes it too, for example relating an existing runbook to the asset.
Knowa's review
With AI on, Knowa reads the open suggestions and the facts behind them (the asset's details, the ticket summaries) and rewrites each title and reason, and plans the document's sections. Suggestions marked Reviewed by Knowa have had this. Password values are never sent.
Who sees them
People who can write organization documents, for the organizations and items they can see. The card is on the dashboard by default; if you've customized yours, add it with Customize → + Add widget.
Tune it
Admins with Manage workspace settings choose what Knowa looks for in Admin → Blind spots:
- Ticket types, per PSA: every type, or only some, such as Incident and Problem but not Service Request.
- Only closed tickets, how far back to look, and how many tickets on one asset count as a recurring issue.
- Asset types, and tags whose items always need documentation.
- Whether to suggest organization overviews, whether Knowa reviews the suggestions, and how many show on the dashboard.
Suggestions are checked again every few hours when someone opens the dashboard, after settings are saved, and with Refresh now.