IT Admin Agent

The Guided Collection Agent currently for Incident Management, also referred to as the Admin Agent, helps customer administrators complete the mandatory configurations required to onboard and use Incident Management.

The Admin Agent provides a guided experience that:

• Review the overall Incident Management setup status.

• See which mandatory features are pending, in progress, or completed.

• Track configuration across departments.

• Select a feature from the status board.

• Use AI Copilot to configure features through a guided conversation.

• Stop and resume the configuration process.

• Track readiness for go-live.

Example

Customer Admin must add new a Impact value, user can perform using Add button on Impact configuration. enter the Impact name and Apply to Apex. Upon applying the Agent confirms on the UI. Refresh on the UI by navigating to ITSM > Incident > Configuration > SLA Configuration > Impact.

The Admin is a customer administrator responsible for configuring the Incident Management application for the customer’s organization.

To access the Admin Agent, perform the following steps:

1. Sign in to the application as an Admin.

2. Navigate to Admin > AI > AI Configuration. The application displays the AI Configuration admin page.

3. Click on the Admin Agent icon. The application displays the Guided Collection Agent for Incident Management.
   Figure: Guided Implementation Agent
   

4. At the upper-right corner, the status indicator displays: Setup in progress — 0/10 T1 applied

   This indicates that the Incident Management onboarding process has started, but the system has not applied any of the 10 mandatory Tier 1 (T1) features.

5. The IM Feature Configuration Status board lists Incident Management configuration features and their current states. Each feature row contains:

   • Feature Configuration Progress like IM-Category, IM-Classification.

   • Status like Pending in-progress.
     

   Figure: Agent Chat

6. The area at the bottom of the screen is the Copilot prompt area. It remains available while the administrator reviews or completes the configuration form.

The prompt area contains, suggested action buttons such as:

• Start setup

• Show my progress

• Configure Priority

• Go live

The administrator can use the prompt field to ask questions or give instructions without leaving the configuration workflow.

Note

If you refresh the page details are not lost.

Incident Management Admin Agent Configuration Sequence

The following table lists the mandatory Incident Management configuration features in their recommended sequence, along with the dependency for each feature.

Start Setup: Tenant Configuration

When the administrator selects Start setup, Copilot opens the first eligible configuration feature. In this workflow, the first feature is IM - Tenant Configuration.

The Tenant Configuration form appears in form of scroll card within the Copilot conversation. The administrator can scroll through the form to review and configure all available sections and fields.

The screen includes:

1. Feature name: IM - Tenant Configuration

2. Description: Configuration details, as stated below:

   Info

   Per-department Incident Management configuration: basic details, enabled modules, status-notification preferences, analyst page layout, end-user options, access/visibility, and productivity handling
   Info .

3. Department dropdown: Select Department from the dropdown. The Department dropdown may contain newly on-boarded tenants or departments, as well as existing ones whose Incident Management configuration is partially or fully available in Apex. The SAVED IN APEX label confirms that Apex contains saved configuration data, but it does not necessarily mean that every required field is complete.

4. Expandable and collapsible configuration sections that include individual text fields, dropdowns, and checkboxes.
   
   Figure: Admin Agent
   
   Example: Information and Technology Department include below sections and complete counters. These counters show populated configuration items, but the administrator should still review the values and selections for business accuracy.

   Department & Basic Information: 3/4 Module Configuration: 0/1 Notification for Status Updates: 25/27 Analyst Incident Details Page Layout: 4/5

5. A change summary: The form displays a change summary at the bottom of the configuration form to provide a quick overview of the selections made by the user.
   The summary shows:

   • Changes made: The number of configuration settings modified during the current setup.

   • Not applicable: The number of settings that do not apply to the selected department or configuration.
     

   Example:

   No changes yet · 26 not applicable

   This message indicates that the administrator has made no configuration changes, while 26 settings are not applicable.
   

6. Save and Next buttons.
   

   Save: After the administrator selects Save, the AI Copilot confirms that it saved the current department’s Tenant Configuration and presents a set of next-step options. This allows the administrator to continue department configuration, apply saved work, switch features, review progress, or pause the setup.

Show my progress

Select Show my progress to view the status of all mandatory T1 Incident Management features. The progress summary identifies features that are pending or in progress and displays the department associated with saved configuration work. A feature marked In Progress contains saved configuration but the system has not yet applied it. A feature marked Pending has not yet started. The T1 - Required to go live counter includes only features that have completed the review-and-apply process. Saving a department configuration does not increase the applied count.

Example:

T1 - Required to go live: The organization must apply these features before going live.
0 of 10 applied: None of the 10 mandatory T1 features has completed the review-and-apply stage.

A feature can be In Progress while the applied count remains zero. Saving configuration data does not automatically apply the feature.

Department-level details

• IM - Category: Applied for Finance, test-IT010, and New Test.

• IM - Classification: Applied for test-IT010.

• IM - Urgency: The system saved changes for test-IT010 and New Test, but the feature remains In Progress.

• IM - Priority Matrix: Applying the configuration failed for test-IT010.

• IM - Priority: The feature is In Progress, and no department appears.

• For features marked Pending, the system does not display any department-level configuration.

From this state, the administrator can:

• Select Start setup to continue guided configuration.

• Return to IM - Tenant Configuration and configure other departments.

• Review and apply the saved Tenant Configuration.

• Continue configuring IM - Impact if you were at this point of configuration.

• Select Configure Priority to begin Priority configuration.

• Select Go live to check outstanding requirements.

Configure Priority

When the administrator selects Configure Priority, Copilot explains the purpose of the feature. Priority defines the levels used to rank incidents and the SLA targets associated with each level.

Copilot then opens the IM - Priority form and asks the administrator to Edit the existing Priority or Add a new Priority.

After you select a Department, the form displays:

• Existing Priority records retrieved from Apex.

• Partially configured Priority records.

• Empty Priority records requiring manual entry.

• A mixture of complete and incomplete records.

The form contains many Priority records. Each record represents a Priority level and its corresponding SLA settings.

If you click Edit Priority you can view all the fields. Else chat window displays few fields. For more information, refer to Visible fields.

Visible fields

Below is the Field Description for the fields displayed on the chat window.

Note Priority does not have a prerequisite in the documented configuration sequence, so the administrator can configure Priority without completing Tenant Configuration, Impact, or Urgency first.

After the save succeeds, Copilot presents the available next actions, such as:

• Configure the next department.

• Review and apply IM - Priority.

• Switch to another configuration feature.

• View setup progress.

• Pause the setup.

Go Live

The Incident Management module can only go live after you configure and apply all mandatory T1 features. Copilot displays the message: “You can continue with the remaining features from the status board, or if you’d like, I can show the current progress and guide you to the next required item.”

Left Admin Screen

The left side is the main Guided Incident Management (IM) setup dashboard. It summarizes overall setup progress and provides a feature-by-feature view of what each department has configured.

Figure: Left Panel

Guided IM setup header

At the top, the panel displays: Guided IM setup: This identifies the page as a guided workflow for configuring mandatory Incident Management features.

The instruction below says:

“Use AI Copilot on the right to configure mandatory features. The main app stays visible while you work.”

The AI Copilot panel on the right assists with configuration activities. In the left-side dashboard Copilot reflects changes applied.

The upper-right corner shows:

• 4% overall completion

• T1 complete as the progress label

The 4% represents the overall progress percentage for configuration completion across all required combinations of features and departments. This calculation includes all feature-department combinations, not just the number of features configured.

For example, suppose the setup includes: 10 features 10 departments: This creates a total of: 10 features × 10 departments = 100 feature-department combinations

If a user completes five features for only one department, then five of the 100 required combinations are complete. Hence, the overall progress is:

5 / 100 = 5%

The progress is not fifty percent, even though a user has configured five out of ten features, because those features are complete for only one department. The remaining departments also need configuration.

Summary cards

Applied

The first card displays the number of feature-department combinations that have been successfully applied out of the total number required.

Using the example above, the card would display: 5 of 100 feature-departments applied.

In Progress

The second card displays the number of features with configuration changes that Apex hasn’t yet applied.

A feature remains In Progress until the saved changes are successfully applied.

Departments

The third card displays the total number of departments that require configuration for each feature.

Using the example above, this card would display: 10 departments to configure for each feature.

IM Feature Configuration Status

The IM Feature Configuration Status list provides a feature-level view of the Incident Management setup. The list updates automatically as Copilot saves or applies configuration changes.

Each feature entry displays:

• Feature name and description: Identifies the Incident Management feature and briefly explains its purpose.

• Department progress: Shows how many departments have a saved, applied, or failed configuration out of the total number of departments. For example, 3/7 departments means three of the seven departments have completed configuration for the feature.

• Department details: Identifies the departments for which Copilot saved, applied, or failed the configuration.

• Feature status: Shows the current state of the feature.

• Apply action: Appears when saved changes are available or when you can retry a failed configuration.

Feature statuses

• Pending: No department has a completed configuration.

• In Progress: Configuration work has started, or you have saved changes but have not applied them yet. An Apply button is available when you have saved department-level changes and they are ready for you to apply.

• Applied: The configuration has been successfully applied for one or more departments.

• Failed: Copilot attempted to apply the configuration, but the operation was unsuccessful for one or more departments. Use the Apply button to retry the operation.

The icon displayed beside each feature provides a visual cue of the status:

• An empty circle indicates a pending feature.

• A green checkmark indicates an applied feature.

• An orange clock indicates that the feature is in progress.

• A red warning icon indicates that the configuration failed.

A feature can have configurations in different states across departments. For example, IM - Category applies to three of seven departments, while IM - Urgency has saved changes for two of seven departments and remains in progress. Review the department count and department details together with the feature status to understand the complete configuration state.