Incident In-app AI

Incident Details for an Analyst is packed with Generative AI capability, where the user can use the AI features to deliver the best possible service to a customer.

Following are the Generative AI Capabilities provided to the Analyst on the Incident Details page.

• Generate Insights

• Generate MI Summary

• Generate Resolution Summary

• Service Desk Intelligence

The following table provides the various states of an Incident with the AI functionality.

Note

User cannot generate Resolution Summary, when the Incident is in Pending Approval stage.

Generate Insights

Utilizes the Generative AI capability by generating the Incident summary for the Analyst, that include Incident Summary, Investigations and Interactions performed, Sentiment, Suggested Knowledge Articles and AI Suggestions. For more information, refer Generate Insights.

Click Generate Insights to view the Incident Summary.
Figure: Generate Insights

Generate MI Summary

Generates Insights for Major Incidents. These recommendations are based on the analysis of the root cause and the resolution process, ensuring continuous improvement in incident management practices. For more information, refer Major Incident Summary.

Note

You can Generate MI Summary after entering details in the Solution field.

Click Generate MI Summary to view and copy the content to a clipboard or print.

Figure: Major Incident Summary

Note

If the Solution field is empty, then you cannot generate MI Summary, a message is displayed as below in the following image.

Figure: Major Incident Summary warning message

Generate Resolution Summary

This functionality ensures that analysts can quickly generate detailed and accurate resolution notes without spending excessive time on writing and editing. For more information, refer Resolution Summary.

Click Generate Resolution Summary.
The summary is generated with the details below.

Resolution Summary: This section contains Symptom and Description.
Investigations and Interactions Performed: Consists of the investigation on the issue and workaround  performed to fix the issue.


Figure: Generate Resolution Summary

User is prompted with Override the Solution and Append to the Solution options. When user selects Override the Solution, previously added content will be removed and replaced with the generated content. If user selects Append to the Solution, the generated content is integrated to the existing content.

To add to the resolution summary, click Append to the Solution.
Previously, the field did not contain any content text hence Append action will add the resolution summary to the Solution field.

Figure: Generate Resolution Summary

Service Desk Intelligence

Based on the historical data and previous records similarity, AI automatically predicts values for fields such as Classification, Urgency Priority, Category, Workgroup and Analysts when an Incident is viewed by an Analyst.

To view the suggestion, perform the following steps:

1. Log in to the Application as an Analyst.
   

2. Navigate to Incident > User > Manage Incidents > Incident List.
   

3. Select the required Incident ID.
   

4. AI Suggestion is generated based on the historical data.
   

5. Select the values on the Apply checkbox and click Submit.
   Figure: AI Suggestion
   

6. The applied suggestion is displayed on the record.
   Figure: Applied AI Suggestions