Private Knowledge Base Agent

Last updated - 12 December, 2025

The Edwin AI Private Knowledge Base Agent references your organization’s internal documentation to provide context-aware analyses and responses grounded in your verified processes. It evaluates knowledge article content and related metadata to surface workflows, SOPs, troubleshooting procedures, and other relevant documentation. This enables you to maintain operational consistency while leveraging AI-driven insights.

When knowledge articles are ingested into LogicMonitor, Edwin AI uses their content and metadata to power the following capabilities:

• Internal documentation lookups
• Triage and troubleshooting guidance aligned with your operational standards

You can use natural-language queries with the Private Knowledge Base Agent to retrieve internal procedures, such as asking for recommended triage workflows or checking whether the organization has an SOP for a specific scenario.

You can ask the Private Knowledge Base Agent the following types of questions:

• “What is the recommended workflow for triaging this alert?”
• “Do we have any SOPs on how to resolve this issue?”
• “Show me internal documentation related to this service.”

Requirements for using the Private Knowledge Base Agent

• Have a LogicMonitor Edwin AI account with the AI Agent SKU
• LMDX Integration version 2.6 or later installed and connected to your ITSM system
  For more information, see Installing LMDX. 
• Outbound connectivity from LDMX to LogicMonitor ingestion endpoints
  For more information, see Configuration Records. 

Enabling LDMX Knowledge Article Ingestion for the Knowledge Base Agent

1. Create a new record in your ServiceNow LMDX application.
   The following configuration value is required:

Field	Value
Table	Knowledge Base

For more information, see Configure record creation from the new tab menu in Service Operations Workspace from ServiceNow. 

2. (Optional) To control which Knowledge Article records LMDX sends to LogicMonitor, you can add filters that help limit ingestion to specific assignment groups, categories, or other fields available in your ServiceNow environment.
   For more information on types of LMDX filters, see Configuration Records. 
   For more information on filters and how to configure them, see Filters from ServiceNow.
3. To ensure the Private Knowledge Base Agent can view your historical data, enable Load Historical Records.

4. (Optional) When configuring trigger fields, you can send all relevant fields to Edwin by entering “Updated” as the value for the trigger field.
   For more information, see Configuration Records. 
5. Save your changes to apply the configuration.

To validate the data is being retrieved, you can ask the Agent for information about internal workflows or SOPs.  

After configuration, the LMDX application sends knowledge article data from your ServiceNow environment to Edwin AI. The Private Knowledge Base Agent evaluates this documentation and provides guidance based on your internal processes, enabling standardized decision-making and knowledge-driven responses in Edwin AI.