Provide a configurable option in Knowledge Studio to exclude specific ServiceNow assignment groups from ticket ingestion and analysis used for knowledge recommendations.
Certain assignment groups are managed by third-party vendors who maintain their own external knowledge bases. Ticket activity from these groups should not be treated as internal knowledge gaps.
Knowledge Studio currently includes all ticket data, resulting in non-actionable and irrelevant recommendations from vendor-managed queues.
Recommended solution: Enable assignment group–level filtering (denylist) to exclude selected groups from:
- Ticket ingestion
- Knowledge gap analysis
- Recommendation generation