AI Configuration Hub

Role: Administrators.

Minimum Version: Ivanti Neurons for ITSM 2024.2.

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.

Prerequisite: Existing customers - import the latest package.

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 down 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. No other customizations can be made for this capabilty from this workspace. For more information, see Incident Summarization.

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.

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 Configuration page is displayed with the list of fields used to generate the knowledge article but these fields are not editable in version 2024.2, it is a read-only page for now.

2.Click Back to exit.

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.