AI Configuration Hub

Role: Administrators.

Minimum Version: Ivanti Neurons for ITSM 2024.2. This feature is restricted to, and relevant for, cloud deployments only.

Feature Eligibility: Ivanti's AITSM capabilities are available to customers who have subscribed to Premium or Enterprise Premium license. To know your eligibility, reach out to your Ivanti Account Manager.

Feature Availability: Ivanti's AITSM capabilities is available for customers in all countries except Germany and Ireland as the Open AI service is unavailable.

The AI Configuration Hub is the workspace where all the settings related to the Neurons for ITSM AI capabilities are available.

Accessing the AI Configuration Hub

1.Log in to Neurons for ITSM as an Administrator.

2.Open the Configuration console, scroll and select AI Configuration Hub.

Incident Summarization

To enable the Incident Summarization capability, set the Incident Summarization to Active using the Active/Inactive toggle button.

For information, on using the Incident Summarization capability, refer to Incident Summarization.

Customizing the Incident Summarization Capability

1.Click the Edit icon beside the Incident Summarization option in AI Configuration Hub.

2.Set the Enable Localization option to Active using the Active/Inactive toggle button.

When this option is selected, the AI content is generated in the selected locale of the application.

3. To customize the fields from which AI content should be generated, select a field in the Field dropdown options under the Select fields to generate the AI content section.

The AI content is generated from the selected fields.

4.Click Save.

Ticket Summarization

Enable the Ticket Summarization capability

•Set the Ticket Summarization to Active using the Active/Inactive toggle button.

Customize the Ticket Summarization Capability

1.Click the edit icon beside Ticket Summarization.

The Incident Summarization edit page is displayed.

2.Enable or disable the following features:

•Predict Urgency - Turn on/off the toggle button to enable or disable the application from predicting the Urgency for Incidents raised by Self Service users.

•Show user interaction history to end user - Turn on/off the toggle button to show or hide the interaction history to the Self Service users. If you disable this option, the user interaction history is displayed only for the Service Desk Analyst team.

3.Click Back to exit.

Knowledge Base Creation

Enable the Knowledge Base Creation capability

•Set the Knowledge Base Creation to Active using the Active/Inactive toggle button.

Customize the Knowledge Base Creation Capability

1.Click the Edit icon beside Knowledge Base Creation.

The Knowledge Base Creation edit page is displayed.

2.Set the Enable Localization option to Active using the Active/Inactive toggle button.

When this option is selected, the AI content is generated in the selected locale of the application.

3. Select a field from the Field dropdown options in the Select fields to generate the AI content section. The AI content is generated from the selected fields.

4.Click Save.

Incident Correlation

Enable the Incident Correlation capability

•Set the Incident Correlation to Active using the Active/Inactive toggle button.

Customize the Incident Correlation Capability

1.Click the Edit icon beside Incident Correlation.

The Incident Correlation Mapping page is displayed.

2.Configure the field mappings to map the source or user-created field to the target field that is used by the Machine Learning service to cluster the Incidents.

3.Click Submit to save the settings.

Neurons AI

Click the Active/Inactive toggle button to enable the Neurons AI option.

With the Neurons AI feature, you can create customized, visually appealing reports and widgets in the application by entering your prompt in simple text-based input.

The Neurons AI feature is available only for customers using Dashboard V2.