AI Configuration Hub

Role: Administrators.

Platform: SaaS only.

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.

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 Incident Summarization to Active using the toggle button.

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

Customizing Incident Summarization

You can enable localization of AI content and edit/add fields to generate AI content.

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

2.Enable Localization:

•Set the Enable Localization option to Active using the toggle button.

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

3. Customize fields used for generating the AI content:

a.

Under the Select the fields to generate AI content section, enter the following details:

•Field: Click the Field dropdown and select the field from the Business Object.

•Display Name: Enter the Field's internal name (not the Display name).

•Description: Enter details about what the field contains. For example, its purpose — to help AI understand the data in this field.

b.

Optional. Click the Add icon to add more fields to be used for generating the AI content. You can add up to 10 additional fields.

c.

Enable or disable the additional fields by selecting or clearing the checkbox beside the additional fields.

d.

Click the Delete icon beside any additional field to delete it.

4.Click Save.

5.Click Save.

Ticket Summarization

To enable Ticket Summarization, set Ticket Summarization to Active using the toggle button.

Customize the Ticket Summarization Capability

1.Click the Edit icon beside Ticket Summarization.

The Ticket 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

To enable Knowledge Base Creation, set Knowledge Base Creation to Active using the toggle button.

Customize the Knowledge Base Creation Capability

Click the Edit icon beside Knowledge Base Creation.

The Knowledge Base Creation edit page is displayed. The Knowledge Base Creation page has the following tabs:

Configuration

You can enable localization, set the temperature, and select/add fields to generate AI content.

1.Enable localization:

•Set the Enable Localization option to Active using the toggle button.

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

2. Set the Temperature:

•Adjust the temperature by moving the Select the temperature slider to the left to decrease or to the right to increase the temperature. The lowest is 0 and highest is 100.

3.Customize fields used for generating the AI content:

a.

Under the Select the fields to generate AI content section, enter the following details:

•Field: Click the Field dropdown and select the field from the Business Object.

•Display Name: Enter the Field's internal name (not the Display name).

•Description: Enter details about what the field contains. For example, its purpose — to help AI understand the data in this field.

b.

Optional. Click the Add icon to add more fields to be used for generating the AI content. You can add up to 10 additional fields.

c.

Enable or disable the additional fields by selecting or clearing the checkbox beside the additional fields.

d.

Click the Delete icon beside any additional field to delete it.

4.Click Save.

User Feedback

The User Feedback tab displays the feedback received in both grid and chart formats, allowing for easy visualization and analysis of user responses over time.

Key elements of User Feedback:

•Feedback Grid: Displays individual comments along with attributes like helpfulness and feedback date, providing detailed insights into user sentiments and experiences.

•Overall Feedback Stats: A dynamic chart that reflects feedback trends over selectable time periods, helping to track changes in user satisfaction and identify areas for enhancement.

Incident Correlation

To enable the Incident Correlation capability, set Incident Correlation to Active using the toggle button.

Customize the Incident Correlation Capability

1.Click the Edit icon beside Incident Correlation.

The Incident Correlation 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 Save to save the settings.

Ticket Classification

Refer Configure Ticket Classification using Neurons for ITSM AI Services for more information.

Neurons AI

To enable Neurons AI, set Neurons AI to Active using the toggle button.

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.

Translation Service (Beta)

This feature is considered in a Beta phase for the Neurons for ITSM 2025.3 release. For more details contact the Neurons for ITSM support team.

The Translation Service (Beta) uses an AI model, such as OpenAI, to convert all UI elements and user-generated content into the selected locale. For example, if your current locale is German the whole user experience of Neurons for ITSM translates in to German only, including static labels, summary of an incidents, and menu texts. All this translation renders with the help of Open AI model.

User entered content and UI elements of Neurons for ITSM renders in German

Enable Translation Service (Beta):

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

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

3.Set Translation Service (Beta) to Active using the toggle button.

Customize the Translation Service (Beta):

1.Select the Edit icon besides the toggle button.

2.Select the AI model you want to use for the translation from the dropdown and click Save.

Track your AI Performance

This dashboard displays the number of incident summaries, knowledge articles, and widgets you created using the built-in AI capabilities within the selected time frame: Last 7 days, Last 30 day, or Last Year.