Agentic AI

Role: Administrator (For Configuration), Self Service users (To chat with Agentic AI bot).

Platform: SaaS only.

Minimum Version: Ivanti Neurons for ITSM 2026.1.

Feature Eligibility: Neurons for ITSM customers must purchase Agentic AI add-on license to use this capability. Once you purchase the license, reach out to your Ivanti Account Manager to enable the Enable_AI_Feature feature flag for you.

Prerequisites:

•Enable the global constants – ChatEnabled and IntelligentBotIntegrationEnabled. For more information, refer to List of Global Constants.

•Requires Microsoft SQL Server 2025 or later.

Agentic AI is a multi-agent system designed to enhance Ivanti Neurons for ITSM and related workflows to achieve goals with minimal human oversight. You can use textual prompts and natural language prompts to interact with them. For Self Service users, Agentic AI actively plans, reasons, and executes complex, multi-step tasks. The feature offers deeper integration with ITSM, including direct chat-based actions and context awareness. This AI solution transforms ITSM by automating complex workflows, providing intelligent assistance, and integrating deeply with Ivanti’s platform, maintaining strict security and compliance standards.

The key capabilities of the feature are:

•Knowledge Search and Incident Deflection: Agentic AI can search across vast, configurable knowledge bases and return well-formatted, contextually relevant answers using Retrieval-Augmented Generation (RAG). This helps to reduce ticket volume.

•Incident Agent: Enables fully automated incident creation using natural language.

•Service Request Agent: Dynamically selects the appropriate request template based on the user’s prompt and submits the request automatically.

•Q&A Service: Allows users to ask queries such as checking active incidents, incidents created last week, their status, the status of a specific incident ID, and more.

•Live Agent Handoff: Configurable options to transfer conversations to human agents when necessary.

•AI-Powered Summaries: Quickly access clear and concise summaries of essential details across any business object, powered by advanced AI.

Installation

This section describes how to integrate Neurons for ITSM with Microsoft Teams Bot to create a custom Teams app. This enhanced integration improves user experience by streamlining ITSM interactions directly within Microsoft Teams.

  • Enable the Global Constant from the Configuration console > Global Constants > IntelligentBotIntegrationEnabled > set it to True. For more information, refer to List of Global Constants.

  • Enable the Neurons for ITSM Chat feature if you plan to enable Live Agent Transfer for any agent on the AI Configuration Hub > Agentic AI > Agent Settings page. This allows the Microsoft Teams Bot users to interact with Analysts who respond via WebChat. To learn how to enable the chat feature, refer to Configuring the Chat Feature.

  • Ensure Microsoft Teams application is installed on your computer with Admin credentials.

It is recommended to set up the chat application first, followed by the Teams Bot application.

1.Log in to your Microsoft Teams account and open the Microsoft Teams Developer Portal. Clients must have an account for the Teams Bot to function.

In the Microsoft Teams Developer Portal, the new user interface opens by default when customers access it, without requiring any additional configuration.

2.Go to Home, click Create a new app.

3.In the Create a new app window, provide a name for the app and select Latest Stable as manifest version and click Create.

4.In the Configuration page, click Basic Information.

5.Enter the following details:

Fields

Description
Details

App Details

 

 

 

 

 

 

 

 Short Name and Long Name

Contextual names of the app.
App ID

This is auto-generated by Microsoft App Studio.

Version

Version number .

Short Description and Long Description

Contextual descriptions of your app.

Developer/Company Name

Your company name.

Website

Your company website URL.

Privacy statement

URL to the privacy statement of your organization.

Terms of use

URL to the terms of use or policy page of your organization.

Ensure that you fill in the App fields (Short Name and Long Name) and the Description fields (Short Description and Long Description). If any of these fields are not filled in, the app upload may fail.

6.Optionally, click Branding to add a branding logo or other elements of your organization.

7.Click Save.

You need to create, configure, generate client secret key and link a Bot to Microsoft Teams app.

Create a Bot:

1. Log in to Microsoft Teams Developer Portal .

2.Go to Apps. Click the app you created from the app list.

3.Go to App Features and then click Bot.

Image of the App features page

4.Select an existing Bot from the dropdown or click Create a new bot.

5.In the Bot Management, a list of existing bots is displayed. To create a new Bot, click New bot and enter a name for the Bot, then click Create bot.

Configure the Bot:

Once the new bot is created, it automatically takes you to the Configure page.

You need the Bot ID to complete the integration between Microsoft Teams and Neurons for ITSM. The Bot ID is displayed in the URL.

1.Copy and save the Bot ID from the URL, which is the value between /bots/ and /configure.

Example: https://dev.teams.microsoft.com/bots/your-bot-id/configure

Below is a sample screenshot with the Bot ID in the URL.

Image of the masked Bot ID from the URL

2.In the Configure page, enter the Bot endpoint address and click Save.

The Bot endpoint address should be in the following format:
https://{customer tenant ID}/IvantiBotService/intelligentbot/api/messages?

To maintain secure communication, restrict public access to the Bot endpoint address. Revealing the endpoint will result in unauthorized access or misuse of the Bot service. Only the ITSM tenant address should be publicly accessible.

Generate the Client Secret Key for the Bot:

1.On the side panel, click Client secrets > Create your first client secret > Create client secret.

2.Copy and save the Secret key to use when configuring the integration between Neurons for ITSM and Microsoft Team app.

3. Click Done.

This Client Secret Key is displayed only once. Ensure you save it securely.

Link the Bot to the Microsoft Teams app:

Now that you have created the Bot, go through the following steps to link the Bot to the Microsoft Teams app.

1. In the Microsoft Teams Developer Portal, go to the App, select your Appfrom the list.

2. Click on App Features and click Bot.

3. Choose a Bot from the Select an Existing Bot dropdown or manually enter the Bot ID, you want to configure.

4. In the What can your bot do? section, select Upload and Download files.

5. Under Scope, select Personal checkbox, and click Save.

1.Go to Publish > Publish to org, and then click Publish on the upper-right corner of the page.

In the new UI of the Microsoft Teams Developer Portal, the Distribute button appears in the upper-right corner instead of Publish.

2.Select the Download the app package from the pop-up to download the app package for the MS Teams Bot app.

If this app is intended for organization‑wide use, share it with your IT administrator and publish it to your organization. For testing or demo purposes, download the app package and deploy it individually in your Teams instance.

3.Upload the new package using one of the following methods:

•Through the Teams Admin Center.

•Directly in Microsoft Teams, depending on your deployment method.

4.Verify that the updated version is installed and available to users.

This step is required by Microsoft to ensure the app is properly packaged and ready for deployment within Microsoft Teams.

Image of the Download the App Package pop-up

You can upload the Teams app and make it available for employees in your organization to use. Only when the app is uploaded and available, users can add it to their Microsoft Teams client app and use it as a communication channel to chat with Agentic AI.

1.Log in to your Microsoft Teams account.

2.Go to Apps > Manage your apps > Upload an app.

3. Choose an option:

•Upload a custom app – if the app is for individual or team use.

•Submit an app to your org – if the app is for organization-wide use.

Image of the update domain details

The app you built is now available for employees in your organization or team to use.

To use the Microsoft Teams Bot with your ITSM account, ensure that your email address is correctly configured in the ITSM portal. These steps applicable only to ISM users.

1. Log in to Neurons for ITSM and go to the Employee workspace.

2. Create a new user record and enter the username and email address in the appropriate fields.

3. Ensure the user has the Self Service User role enabled. On the Roles tab, use the Link option to add the Self Service User role.

4. Save the changes.

By default, changes takes up to 30 minutes. To avoid this and to reflect changes in the Microsoft Teams Bot, clear the cache.

Perform the following:

1.Go to Settings > Cache Management.

2.Click on Reset Teamsbot Objects.

This configuration step is not required for non-ISM users.

Image of configuring Bot with email address

Configuration

To configure Agentic AI agents, follow these steps:

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

2.Open the Configuration console and select AI Configuration Hub > Agentic AI.

3.Under Agent Settings, click the radio button to enable and configure the agent of your choice.

•Knowledge base agent

•Incident creation agent

•Service request agent

•Q&A agent

•Summarization agent

Image of Agent Settings page

4.Under Global settings, configure the following general settings:

a. Agent Connection:

•MS bot ID: Enter the MS bot ID.

•Secret key: Enter the Secret key.

To know how to set up MS bot ID and Secret key, refer to Integrating Microsoft Teams with Ivanti Neurons for ITSM.

•REST API key: Enter the REST API key. This key will be used only for metadata access. Ensure that the appropriate permissions are available for this. For more information on REST API key, refer to Using the REST API Key.

b. Conversation setup:

•Greeting message: Enter the welcome message to begin the chat.

•End chat message: Enter the thank you message to conclude the chat.

•Out of context message: Enter the error message to display when users ask an out-of-context question.

•Cancellation message: Enter the message to display when a query is cancelled.

•Chat tone: Choose the chat tone — Professional, Empathetic, Casual, or Neutral.

•Max response length: Set the maximum length for chat responses that users can enter.

c. Escalation Handling:

•User Interaction Timeout (seconds): Enter the idle time (in seconds) after which the session will expire. The default value is 300 seconds. The maximum allowed value is 600 seconds.

•Allow transfer to live agent: Enable the toggle button to transfer the interaction to the Ivanti Support Team in cases where the agent bot cannot support the user with a specific query.

This is the master button for all live agent transfer capability. If this toggle is disabled, neither agents nor agent bots can perform live agent transfers — regardless of individual settings or user requests made through a chat prompt. If you enable this toggle, ensure that the Live Agent button is also enabled for each individual agent; only then will live agent transfer be active for that agent.

d. Agentic Processing:

•Display Agent Thinking Steps: Enable the toggle button if you want to see the agent’s thought process. If disabled, only a progress bar is shown.

e. Generate template embeddings:

Click the Generate for all templates button to re-generate the template vector embeddings for the Incident templates, Service Request templates, and Knowledge Business Objects. This step is required if the users add new Incident or Service Request templates that they want to be searchable by the Incident or Service Request agent.

f. Advanced settings:

In the Default intent description box, enter a description to define the scope of the agents.

The provided description educates Agentic AI and determines the scope of what the AI can and cannot handle. Let's consider the case of Service Request as an example. If you define the types of service requests the user can interact with, such as Installation, Hardware, and Software, then if a user tries to create a Service Request for Provisioning, the agent considers it as an out-of-context question and shows the message you defined in the Out of context message field.

Modifying the intent description may result in unpredictable agent behavior. We recommend that only users with experience in LLM prompt engineering make these changes.

Image of Global Settings page

Fields marked with an asterisk (*) are mandatory.

After completing the configuration, you are ready to use the Agentic AI bot. To learn how to use the AI bot, refer to the Sample use case.