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.Incident Management
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.