Enabling AI Search in Issue Auto Resolution

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Enabling AI Search in Issue Auto Resolution

    AI Search can be configured as a fallback mechanism in Issue Auto Resolution when no matching intents are found for an incident. This feature enhances incident handling by providing alternative search capabilities to ensure users receive relevant information even when direct matches are unavailable.

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    Key Features

    • Fallback Mechanism: Activates AI Search when intent matches are not found.
    • Configuration Steps:
      • Navigate to the AI Search tab.
      • Select the Apply AI Search check box.
  • Default Settings:
    • EVAM Definition: Set to Virtual Agent Search by default.
    • Search Application: Default application is the Service Portal default Search Application.
    • AI Search Display Topic: Default is the IAR - AI Search topic.
    • Search Results Portal: Default is the Service Portal.
  • Intent to Topic Mappings: Provides specific mappings for common issues, enabling relevant recommendations.

    • Key Outcomes

    When an incident is created via Email or Self-service, users receive tailored recommendations that include Knowledge Base articles, Catalog items, and Virtual Agent Topics based on intent mappings. If a matched VA topic is found, only the VA topic name will be shown in notifications. Users can view recommendations in the Service Portal, mark them as helpful, and resolve incidents efficiently. Additionally, if a catalog request is made from the Recommendations tab, an email notification is sent, and the incident will auto-close in 24 hours.

    You can enable AI Search as a fallback mechanism in Issue Auto Resolution when there are no matching intents found for the incident.

    Applying AI Search for Issue Auto Resolution Configuration

    When there are no intent matches found for Issue Auto Resolution, AI Search can be applied for the fallback capability. To use AI Search as fallback:
    • Open the Auto-Resolution Configuration record.
    • Navigate to the AI Search tab.
    • Select the Apply AI Search check box to enable fallback.
    You can see the following AI Search settings from the IAR configuration record which will be used when there are no intent matches for the topic.
    • EVAM definition: The entity view action mapper definition is set to Virtual Agent Search by default.
    • Search application: The default application for AI Search fallback is set to Service Portal default Search Application.
    • AI Search display topic: The AI Search display topic that is provided by default is the IAR - AI Search topic.
    • Search results portal: The default portal for AI Search fallback is set to the Service Portal.
    To support AI Search fallback, ITSM Virtual Agent provides the following intent to topic mappings.
    Table 1. Intent to Topic Maps
    Auto-resolution intent Matched topic
    RepositoryAccess Repository Access (Template)
    Emailissues Email Issues (Template)
    RSAToken RSA Token (Template)
    LocalAdminAccess Local Admin Access (Template)
    CollaborationSoftwareIssues Collaboration Applications (Template)

    Whenever you try to create an incident using Email or Self-service as the channel that triggers IAR, you will receive the relevant recommendations.

    There are three types for recommendations, KBs, Catalogs, and VA Topics. For example, if you create an incident and check for its email notifications, you will be shown various recommendations (including KBs and Catalogs) for the incident resolution from Issue Auto Resolution.IAR triggered email notification with KB and Catalog recommendations.

    In case there is a matched VA topic from the intent to topic mapping, in that case, you will not receive the KB and Catalog recommendations, but the VA topic name, such as "VA Topic: Printer Issues (Template)" in the email notification.IAR triggered email notification with VA topic recommendation.

    Once you click View recommendations from your email notification, you will be directed to the Service Portal incident which now has a Recommendations tab from where you can read the KB and mark the recommendation as helpful and resolve it.
    Note:
    In case the recommendations have a catalog item as the recommended option and you create the catalog request from the Recommendations tab, an email notification is triggered and the incident gets auto-closed in 24 hours.IAR triggered email notification for incident requested.