Service Desk Intelligence

Every improvement tells a story. The table below highlights the key updates made to enhance the clarity, accuracy, and overall experience of this article.

S. No.	Updated Description	Updated On
3	SDI UI Modernization and AI-Powered Analyst Insights	4^th September 2026
2.	Supported Module Selection	7^th August 2026
1.	Legacy SDI Content - Module Dropdown with Incident and Service Request module options.	3^rd March 2026

SDI UI Modernization and AI-Powered Analyst Insights

The Service Desk Intelligence (SDI) experience has been enhanced with a more streamlined and condensed UI while retaining the existing SDI fields and core functionality. Label updates improve clarity and consistency, and SDI now supports multiple tenants, expanding its applicability beyond the earlier single-tenant model.

Benefits

Simplifies Configuration: Provides a more compact and organized SDI configuration experience without changing the existing fields.
Reduces configuration effort: Administrators can manage SDI settings from a more organized interface without navigating multiple individual configurations.
Multi-Tenant Support: Enables SDI configuration and usage across multiple tenants instead of being limited to a single tenant.

SDI Configuration Simplification
With the enhanced SDI setup, the previously required Assistant configuration and AI Configuration menu permissions are no longer required for setting up Service Desk Intelligence.
Administrators no longer need to:
Configure Enable Assistant, Assistant Name, Assistant Key, Tenant, or Assistant Base URL under Admin > Infrastructure > Application Settings.
Configure AI Configuration menu and submenu access through Role Template > Menu Configuration to access the Service Desk Intelligence settings.
The required SDI configuration is now available directly through the Service Desk Intelligence setup, providing a simpler and more streamlined onboarding experience.

Simplified SDI Configuration

The SDI configuration experience has been streamlined to provide clearer configuration options and tenant-level control.

The Module dropdown has been removed. A static note now indicates that SDI configuration applies to the Incident Management module.

Screenshot

Figure: Service Desk Intelligence - New UI

The following table describes the fields available in the modified Service Desk Intelligence (SDI) page.

Field	Description
Department	Admins with access to multiple tenants can view and manage only the tenants they are authorized to access. Each tenant-specific SDI configuration is maintained as a separate configuration record. Note Disabling SDI for one tenant does not affect the configuration of other tenants.
AI Field Recommendation
Enable	Enables AI recommendations for the selected field. When enabled, SDI analyzes the ticket and provides AI-generated suggestions for Workgroup, Classification, Category, Urgency, Impact, and Priority.
Show as recommendation	AI suggestions are displayed as recommendations for Workgroup, Classification, Category, Urgency, Impact, and Priority.
Auto-Apply recommendation	Automatically applies the AI recommendation to the corresponding field , without requiring the Analyst to manually apply the recommendation.
Override existing value	This field is displayed only if Auto-Apply recommendation is selected. Determines whether the automatically applied SDI recommendation can replace an existing field value. If enabled, the SDI recommendation overwrites the existing value. If disabled, the recommendation is applied only when the field is empty, and the existing value is retained.

Redesigned AI Suggestions Analyst’s Experience

The AI Suggestions popup gives analysts a centralized view of the recommendations generated by SDI for the current ticket. Instead of reviewing individual suggestions separately, analysts can see all evaluated fields in a single table and quickly understand the difference between the current ticket value and the AI-recommended value.

This allows Analysts to:

Quickly compare current and recommended values
Assess AI confidence
Identify what has already been applied
Selectively apply pending recommendations without leaving the ticket

The new table-based design provides a consolidated view of all suggestions and reduces repetitive actions.

View AI Recommendations

To view AI Recommendation pop-up, perform the following steps:

Log in to the application as an Analyst and navigate to the Incident ID details page, the AI Recommendations banner is displayed.

Figure: Incident ID Details page - AI Recommendation banner
Note
This banner is displayed based on the enabled or disabled in Web App configuration.

Click View All on the AI Recommendations pop-up is displayed.
Figure: AI Recommendations pop-up

The following table describes the fields available in the modified AI Recommendations pop-up.

Field	Description
Field	Identifies the ticket field for which AI has generated a recommendation, such as Priority, Category, Workgroup, or Urgency.
Current Value	Displays the value currently available on the ticket before the AI suggestion is applied.
Recommended Value	Displays the value recommended by AI based on its analysis of historical ticket data.
Confidence	Indicates how confident AI is in its recommendation, represented as a percentage. A higher percentage indicates greater confidence in the suggested value.
Status	Indicates whether the recommendation has already been applied or is still pending. Following are the statuses Applied - Indicates that the AI value has been copied to the ticket Not applied - indicates that the recommendation is still available for analyst action. Pending Save - The changes have been made but are not yet saved. Save the configuration to apply the changes. Applied (Modified) - Indicates that the AI recommendation was applied to the ticket, but the user subsequently modified the field value manually.
Selection Check box	Allows analysts to select one or more pending suggestions that they want to apply to the ticket. Suggestions that have already been applied do not require further action. Note: The selection is disabled when the current and recommended values match, regardless of the status.
Accept Selected	Changes dynamically based on the Analyst's selection. When suggestions are selected, the button displays Accept Suggestion (n), where n represents the number of selected suggestions. When no suggestions are selected, the button displays Close.
Close	Closes the popup without submitting the ticket. Applying an AI suggestion only updates the relevant ticket field. Note The Analyst must use the ticket's existing Submit action to save the overall ticket.

Example - 1

Screenshot - AI Recommendations Pop-up

For the incident shown above, AI has evaluated five fields:

Category: The current value and recommended value are both Help suport-redis, with 93% confidence. The recommendation is Not applied.
Classification: The current value and recommended value are both Query, with 99% confidence. The recommendation is Not applied.
Impact: The current value and recommended value are both Medium, with 98% confidence. The recommendation is Not applied.
Workgroup: The current value is Wg_118102_TC12, while AI recommends Helpdesk with 91% confidence. The recommendation is Not applied and is currently selected for acceptance.
Urgency: The current value and recommended value are both Medium, with 98% confidence. The recommendation has been Applied.

The Accept selected (1) button indicates that one recommendation, Workgroup, has been selected for application.

Example - 2

For the incident shown above, AI has evaluated five fields:

Category: The current value and recommended value are both Help support-redis, with 93% confidence. The recommendation is Not applied.
Classification: The current value and recommended value are both Query, with 99% confidence. The recommendation is Not applied.
Impact: The current value and recommended value are both Medium, with 98% confidence. The recommendation is Not applied.
Workgroup: The current value and recommended value are both Helpdesk, with 91% confidence. The recommendation is in Pending Save status, indicating that the recommendation has been selected or applied in the form but the change has not yet been saved.
Urgency: The current value and recommended value are both Medium, with 98% confidence. The recommendation has been Applied.

Pending Save indicates that the AI recommendation has been selected for the field, but the change will take effect only after the incident is saved.

Note
The AI Recommendations will be available only for New, Assigned, In-Progress and Pending status.

Best Practices

For optimal results, follow these best practices.

Supported Module Selection

The Module dropdown has been streamlined to display only the Incident module, which is currently supported by SDI.

By removing the unsupported Service Request (SR) module, the interface now provides a more accurate and simplified module selection experience.

Figure: Service Desk Intelligence - Module Dropdown

Legacy SDI Content

The Service Desk Intelligence (SDI) module leverages AI predictions (SDI) to automate and enhance the efficiency of Service Desk operations. It auto-fills, assigns, and predicts key Incident and Service Request fields to streamline the analyst workflow.

To access the Service Desk Intelligence, perform the following steps:

Navigate to Admin > AI Configuration > Service Desk Intelligence.
Select the required Module from the dropdown.
The following options are displayed.
1. Incident Management
2. Service Request
  Figure: Service Desk Intelligence
Upon analyzing user input (Symptom, Description), SDI auto-fills the fields:

AI Configuration

The AI Config screen allows granular control over how SDI (AI engine) handles prediction, auto-filling, and recommendations for Incident and Service Request Module fields. Each field (example: Workgroup, Category, Classification, Impact, Urgency) contains the following configuration options:

Field	Description
Workgroup	Represents the team responsible for handling the incident/SR.
Category	Indicates the subject area or topic of the incident/SR.
Classification	Specifies the type or priority of the incident/SR.
Impact	Measures the effect or scope of the incident/SR on services/business.
Urgency	Defines the criticality and speed required for resolution.

Common Configuration Options for Each Field include the following:

Apply by Default
Show as Recommendation
Show Remarks
Remarks Mandatory
Active

Option	Description
Apply by Default	Automatically apply SDI’s suggestion to this field when an incident/SR is created/logged.
Show as Recommendation	Display SDI’s prediction as a recommendation; user/analyst can choose to accept or ignore.
Show Remarks	Enable a free-text remarks field for the user to comment on the suggestion or selection made.
Remarks Mandatory	Make it compulsory to provide remarks when modifying/accepting the suggestion for this field.
Active	Marks this AI configuration option as enabled or disabled for this field.

Field	Apply by Default	Show as Recommendation	Show Remarks	Remarks Mandatory	Active
Workgroup	Automatically assign predicted workgroup.	Analyst sees recommendation, can accept/override.	Analyst can add a comment.	Analyst must add a comment if changing value.	Field is used in AI config.
Category	Auto-populate predicted category.	Analyst gets a recommendation, chooses action.	Remarks field is visible.	Remarks must be provided.	Config active/inactive.
Classification	Auto-select predicted classification.	Displays as recommendation to user.	Option to add a remark.	Remarks required if edited.	Option enabled.
Impact	Sets to predicted impact value.	Recommendation shown for impact.	Remarks field appears.	Remarks mandatory if changed.	Field is enabled.
Urgency	Auto-applies predicted urgency.	Shows predicted urgency as recommendation.	Analyst can enter remarks.	Remarks are compulsory.	Active toggle.

How it works?

Apply by Default: If checked, the field is auto-filled based on SDI prediction.
Show as Recommendation: If checked, SDI’s prediction is shown, but the final decision is left to the user.
Show Remarks: Displays a remarks textbox, useful for auditing or context when choices are modified.
Remarks Mandatory: If enabled, user must enter remarks when changing or accepting SDI’s suggestion.
Active: Enables or disables AI handling for this field.

These options allow admins and process owners to decide how much automation and guidance AI should provide for each critical field in Incident/SR management, balancing full automation, recommendations, and manual intervention as needed.

Prediction and Assignment

Scans historical records for similar incidents.
Learns from prior human responses.
Predicts the best fit Analyst for Incident/SR.

Assignment Criteria

Criteria	Details
Workgroup or Location	Prioritizes analysts in the relevant group or site
Skills	Only if the incident category is mapped to analyst skills
Shift	Only if the analyst is mapped to a specific shift
Leave Check	Ignores analysts who are on leave

Analyst Prediction and Assignment

SDI predicts the best fit Analyst for an Incident and Service Request and assigns it to the Analyst. Based on the Category and Workgroup, SDI filters the Analysts based on the following criteria:

Workgroup or Location
Skills of an Analyst

Note
SDI predicts the skills of Analysts only when the Category is mapped with the skills of an Analyst.

Shift of an Analyst

Note
SDI predicts the Shift of an Analyst only when the Analyst is mapped to a Shift. Based on the Incident or SR logged time, SDI assigns the Incident or SR to the Analyst who is working in that particular Shift.
The Service Desk Intelligence is now smarter where it keeps a check on Analysts leaves while predicting the best fit Analyst and assigning Incidents and Service Requests.

Example Scenario

Given:

Category: C1
Workgroup: W1
Analysts in W1: A1, A2, ..., A10
Skill mapped to C1: JavaScript
Shift: S1
Analysts in W1 with JavaScript skill & Shift S1: A1, A3, A7, A9, A10

SDI then evaluates these analysts based on:

Evaluation Factor	Description
Resolution Time	Past time taken to resolve similar incidents
Probability of Reopening	Likelihood incidents are returned
Analyst Workload	Current task load of the analyst
SLA Violations	History of SLA violations by the analyst

A best-fit analyst is suggested and/or automatically assigned.

Key Advantages

Reduces average response time for Incidents & SRs
Lowers error rate for categorization/classification/prioritization/assignment
Minimizes interactions needed for resolution
Improves overall Customer Satisfaction (CSAT)

SDI Configuration

The SDI SUGGESTIONS icon is displayed only when Show as recommendation option is selected on the Service Desk Intelligence page (Admin > AI Configuration > Service Desk Intelligence).

Advantages

Reduces the Average Response Time of Incidents and Service Requests.
Reduces the error rate of Categorization, Classification, Prioritization, and work assignment.
Reduces the number of interactions to resolve the tasks.
Improves the overall Customer Satisfaction (CSAT).

Configurations

The Administrators can configure AI related settings on the Application Settings page (Admin > Infrastructure > Application Settings). The following fields are added to configure the Assistant: Enable Assistant, Assistant Name, Assistant Key, Tenant, and Assistant Base URL. For more information about the APPLICATION SETTINGS page, see Application Settings.

On the ROLE TEMPLATE- MENU CONFIGURATION page (Admin > Users > Role Template> Click ADD MENU CONFIGURATION icon on the ACTIONS panel) select the ADMIN module, under the AI Configuration section, select the menus and sub menus to which the users should have view/edit access. These menus should be selected for the Administrators so that they can do the settings on the Service Desk Intelligence page.

On the Service Desk Intelligence page (Admin > AI Configuration > Service Desk Intelligence), the Administrators can configure the settings for SDI to gather and display recommendations to the Analysts. Based on this configuration, SDI applies the settings, or displays the recommendations to the Analysts. The Administrators can also choose to deactivate the settings.