Enabling AI Search in Issue Auto Resolution

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Enabling AI Search in Issue Auto Resolution

    AI Search can be utilized as a fallback mechanism in Issue Auto Resolution when there are no matching intents for an incident. This enhances the effectiveness of incident resolution by providing additional search capabilities.

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    Key Features

    • Fallback Capability: AI Search is enabled in the Auto-Resolution Configuration to provide fallback when intent matches are not found.
    • Configuration Steps: To enable AI Search, navigate to the Auto-Resolution Configuration record, go to the AI Search tab, and select the Apply AI Search check box.
    • Default Settings:
      • EVAM definition is set to Virtual Agent Search.
      • The default application for AI Search fallback is the Service Portal default Search Application.
      • The default AI Search display topic is the IAR - AI Search topic.
      • The default portal for AI Search fallback is the Service Portal.
    • Intent to Topic Mappings: Specific intents are mapped to corresponding topics that guide the AI Search recommendations.

    Key Outcomes

    When creating an incident via Email or Self-service, users receive relevant recommendations such as Knowledge Base (KB) articles, Catalog items, and Virtual Agent (VA) topics. If a VA topic matches, only the VA topic name is provided in notifications. Accessing recommendations through email redirects users to the Service Portal, where they can view and mark recommendations as helpful. Notably, if a catalog request is made from the Recommendations tab, the incident auto-closes within 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.View recommendations for KB.

    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.