Issue Auto Resolution configuration settings

  • Release version: Xanadu
  • Updated August 1, 2024
  • 6 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Issue Auto Resolution configuration settings

    The Issue Auto Resolution (IAR) application in ServiceNow enables automated handling and resolution of issues using configurable settings tailored to your organization’s needs. Administrators can review, modify, or disable these settings to optimize how issues are processed, resolved, and communicated across various channels.

    Show full answer Show less

    All configuration adjustments are accessible via All > Issue Auto Resolution > Settings.

    Key Configuration Areas

    • Task Configuration: Define the tables and templates involved in issue processing, including assignment, resolution, completion, and escalation to agents.
    • Entry & Exit Criteria: Specify conditions for when issues are eligible for IAR processing and when IAR should stop processing, ensuring selective and accurate automation.
    • Machine Learning Model Settings: Select training languages (English, Spanish, French, German, Japanese, Dutch, Italian, Portuguese) and configure retraining frequency. Advanced options allow preprocessing and postprocessing scripts to enhance data handling and prediction accuracy.
    • AI Search Settings: Enable AI Search to provide additional relevant results if Virtual Agent topics are unavailable. Configure search sources, result display portals, and how results are presented to end users.
    • Intent to Topic Mapping: Map detected user intents to corresponding Virtual Agent topics for automated issue resolution, editable with true/false toggles.
    • Response Channels: Configure delivery channels for resolutions—Virtual Agent, Email, or SMS. Virtual Agent is mandatory if intent-topic mappings are active. Setup prerequisites include installing plugins (Glide Virtual Agent, Twilio Notify) and enabling notifications. Follow-up sequences control how deflection content is delivered across channels, with customizable email and SMS templates.
    • SLA and Reminders: Choose between the SLA engine or Task SLA for managing issue resolution timing. Configure auto-resolution reminders with associated email/SMS templates and set thresholds for reminder notifications. Note that SMS templates require the Notify app.
    • Review: Provides an opportunity to review the configuration settings before enabling IAR to ensure accuracy and readiness.

    Practical Benefits for ServiceNow Customers

    • Automate issue resolution with configurable task templates and assignment rules, reducing manual workload and accelerating response times.
    • Leverage multilingual machine learning models to accurately identify user intents and route issues appropriately.
    • Enhance user experience by integrating AI Search when Virtual Agent topics are insufficient, ensuring comprehensive support coverage.
    • Customize response channels based on organizational needs, delivering notifications via chatbots, email, or SMS with tailored messaging templates.
    • Maintain control over issue lifecycle with SLA management and proactive reminders, ensuring timely resolutions and improved service levels.
    • Allow administrators to carefully validate configurations before deployment, minimizing risk and ensuring smooth operation.

    Learn about the different configuration settings that you can use for the Issue Auto Resolution (IAR) application. For example, you can see the status of your Issue Auto Resolution configurations and decide to turn off or edit each configuration setting to fit your organization's needs.

    The following tables show the configuration settings that are available for Issue Auto Resolution

    Note:

    To modify your settings, navigate to All > Issue Auto Resolution> Settings.

    Table 1. Task configurationSpecify the tables, defaults, and task templates while processing the task.
    Setting Definition
    Table Name of the table for the Issue Auto Resolution application to process.
    Invocation type Trigger for theIssue Auto Resolution application either through a business rule when the case is created or an API on demand.
    Assign to Assignee for the case that is being processed by the Issue Auto Resolution application.
    Requester User requesting assistance on the issue.
    Task assignment template Template that sets the fields and values when it’s being assigned to the user.
    Task resolution template Template that sets the fields and values when the user indicates that the issue is resolved.
    Task completion template Template that sets the fields and values during the interim state while the matched topic conversation flow runs.
    Unresolved task template Template that sets the fields and values when the end user requests agent assistance.
    Table 2. Entry & exit criteriaSet the entry & exit criteria for issues processed through an IAR.
    Setting Definition
    Entry conditions Records that are processed for the Issue Auto Resolution application. Only the issues that match the entry condition are processed by the Issue Auto Resolution application.
    Exit conditions Condition where the Issue Auto Resolution application stops processing when the machine learning process is complete.
    Table 3. Machine learning model settingsSelect the machine learning models to be used by IAR. Choose a training language that you want to use and train the model for intent identification when required. The machine learning model contains English, Spanish, French, German, Japanese, Dutch, Italian, and Portuguese. To configure new languages for a user, add the language(s) in Training detailsTraining language, then select Train. For more accurate intent prediction, tune and publish your model before turning on IAR. See Issue Auto Resolution Tuning in NLU
    Setting Definition
    Training language Language in which the training must be performed for the machine learning model.
    Configuration languages Overview of the machine learning models associated with the Issue Auto Resolution configuration.
    Retrain frequency Interval in which the machine model must be retrained with the training data.
    Advanced Advanced settings that you can enable.
    Prediction fields List of fields used as input for processing the issue.
    Pre-processing extension Server script to perform data cleanup or manipulation on the issue before it's processed by machine learning APIs. The pre-processing script is available only when your enable the Advanced setting.
    Post-processing extension Server script to perform additional actions on the results from machine learning APIs. The post-processing script is available only when you enable the Advanced setting.
    Table 4. AI Search settings
    Setting Definition
    Apply AI Search AI search results that are delivered if relevant Virtual Agent topics aren't found.
    Search application Detailed AI search settings, including the search source, number of search results to retrieve, and more.
    Search results portal Portal to be used in links while delivering recommendations to the users on any response channel.
    AI Search display topic Virtual Agent topic that performs AI search and presents the results.
    EVAM definition Definition of how search results from different data sources are displayed for the end users in cards and lists.
    Table 5. Intent to topic map settingsEnter your intent and topic map to configure your resolutions using "true" or "false". Hover over and select "true" or "false" to edit.
    Setting Definition
    Intent to topic map List of intents and their associated Virtual Agent topics. When an issue is identified, the corresponding topic is delivered to the user for automatic resolution.
    Table 6. AI Search settings
    Setting Definition
    Apply AI Search AI search results that are delivered if relevant Virtual Agent topics aren't found.
    Search application Detailed AI search settings, including the search source, number of search results to retrieve, and more.
    Search results portal Portal to be used in links when delivering recommendations to the users on any response channel.
    AI Search display topic Virtual Agent topic that performs AI search and presents the results.
    EVAM definition Definition of how search results from different data sources are displayed for the end users in cards and lists.
    Table 7. Response channels settingsAdmin users and users with the iar_admin role can configure where to deliver the resolutions, using Virtual Agent, Email, or SMS.

    When at least one intent to topic map is active, the VA response channel is mandatory. When AI Search is enabled, one of the three response channels needs to be mandatory: email, SMS, or VA.

    When VA is selected as a response channel, the user will also receive an additional comment on the portal prompting them to open VA to respond to the notification. Email templates have also been updated to show a preview of AI Search topics to give end users a better idea of the content itself in the email.

    These are the pre-requisites for response channels.

    • To add Virtual Agent as a response channel, install Glide Virtual Agent and enable Virtual Agent on Service Portal. Notifications must be enabled on at least one active channel. Depending on your organization's needs, admin users can also install Conversational Integration with Microsoft Teams on Slack.
    • To add email as a response channel, ensure email sending is enabled in Notifications. To learn more about setting up email notifications, see Outbound mail configuration.
    • To add SMS as a response channel, install the Twilio Notify app and set up the Conversational SMS Integration with Twilio.
    Setting Definition
    Follow up sequence

    Options on how to deliver the deflection content to your users:

    • All: Delivers the deflection content to the user on all available response channels.
    • First match: Delivers the deflection content on an active channel where the user is available, in the order defined by the response channels list.
    Response channels

    List of available response channels to send the user deflection content.

    When you set the Follow up sequence to First match, the response channel order determines the channel that is used to contact the user. You can adjust the order number to change the priority sequence.

    You must set up the email properties to set Email as an active channel.

    The Glide Virtual Agent plugin is required, and Virtual Agent notifications must be enabled to set Chatbot as an active response channel.

    You must configure Twilio Notify to set SMS as an active response channel.
    Initial recommendation email Email template used to deliver the deflection content to users when the AI search recommendations are found.
    Catalog submitted email Email template used to notify users when a catalog item is submitted from recommendations made by the Issue Auto Resolution application.
    Notify SMS phone Twilio Notify phone number to be used to deliver SMS to users.
    Initial recommendation SMS SMS template used to deliver the deflection content to users when AI search recommendations are found.
    Catalog submitted SMS SMS template used to notify users when a catalog item is submitted from recommendations made by the Issue Auto Resolution application.
    Table 8. SLA & remindersYou can select if you wish to use the SLA engine versus the Task SLA.
    Setting Definition
    Use SLA engine Task-based SLA engine that provides additional flexibility and functionality.
    Auto resolution reminders

    List of reminders and the Email and SMS templates used to deliver reminders.

    SLA percentage at which to send the reminder using the Email and SMS templates.

    To send automatic resolution reminders, you must set Use SLA engine to true.

    Note:
    The SMS Notification template is only available when the Notify app is installed.
    Task SLA Duration that an issue is assigned to the Issue Auto Resolution application before it’s automatically reassigned to a live agent, if not yet resolved.
    Table 9. Review
    Setting Definition
    Review Opportunity to review your configuration before you select Enable IAR.