Přeskočit na hlavní obsah

ALVAO Service Desk AI asistent

Tento modul přidává novou záložku Assistant na stránku tiketu. The new tab offers AI features allowing users to find similar tickets or possible solutions, detect major incidents and get summary of the communication. For more information about the assistant's features, visit its dedicated web page.

Technické požadavky​

  • ALVAO Service Desk
  • ALVAO Asset Management - optional
  • On-prem deployment:
  • Azure Open AI

Installation​

ALVAO SaaS​

For ALVAO SaaS editions containing this module, no configuration is necessary on you side. The module is configured and ready to use with limited but usually sufficient amount of AI capacity. If the AI capacity included in your ALVAO SaaS subscription proves insufficient, you can use your own Azure Open AI service. In this case, follow the same procedure as for on-prem deployment.

On-prem deployment​

  1. Create and register your Azure OpenAI resource.

  2. Download the ServiceDeskAIAssistant.zip package and extract the files.

  3. Go to Administration - Service Desk - Services and import file ServiceDeskAIAssistant-service.xml as new service. Je nutné vytvořit potřebná vlastní pole. After that you can delete the imported service.

  4. Přejděte na Administrativu - Aplikace a importujte soubor ServiceDeskAIAssistant-application.xml.

  5. Povolit aplikaci

Hlavní nastavení detekce incidentů​

  1. Přejděte na Administraci – Vlastní polea vytvořte nové vlastní pole pro SLA.
  • Vyberte příkaz Nové vlastní polea vytvořte nové vlastní pole pro SLA. Nastavte hodnoty podle seznamu
  • Název vlastního pole: velká událost
  • Typ: bit
  • Tabulka: tSlaCust
  • Column: IsMajorIncident2. Go to Administration – Service Desk – SLA and select command New SLA or Edit on existing SLA. Set the new field Major incident of the SLA. Tickets that have SLA with this field set as enabled will be considered as major incidents and used to find similar major incidents.

  1. Přejděte na Administrace – Service Desk – Služby. Edit the services and set the new field Major incident score (%) to the values between 0-100% where desired. Set the value above 90% to increase the total major incident score when the ticket belongs to the service.

  2. Go to Administration – Asset Management – Property definitions and select command New property. Vytvořit novou vlastnost s následujícími nastaveními:

  • Název majetku: velké skóre incidentu (%)
  • Druh údajů: číslo

  1. Přidejte do objektů novou vlastnost Hlavní skóre incidentů (%).

  2. Go to Objects and set the property Major incident score (%) to values between 0-100% for desired objects. Set the value above 90% to increase the total major incident score when the ticket contains these objects or objects that are related to them. Related objects are these that have bindings that influence asset health.

Pokročilé nastavení​

Na stránce Administrace – Advanced můžete doladit následující parametry modulu.

ServiceDeskAIAssistant.CalculateVectorsh​

Hours of the day when to calculate vectors for tickets and articles.

Default value: 20, 21, 22, 23, 24, 0, 1, 2, 3, 4, 5, 6

ServiceDeskAIAssistant.CalculateVectorsMaxCount​

Maximum count of tickets or articles to evaluate vectors at once.

Default value: 500

CompareTicketCountInService​

Maximum count of tickets in the same service that will be used to compare similar tickets.

Default value: 500

CompareTicketCountOutsideService​

Maximum count of tickets outside the service that will be used to compare similar tickets.

Default value: 1000

Nastavení služby​

In Administration - Service Desk - Services, select the desired service and use the Edit – Properties command. Enable following features in the Others section to display these kind of data in the Assistant tab of the ticket page:

  • Assistant - Detect major incident - Display total score and symptoms of major incident. Pro každou novou letenku bude vypočítáno hlavní skóre incidentů.
  • Assistant - Find similar tickets - Display a list of found similar tickets with similarity in percent.
  • Assistant - Find tickets solution - Display a list of solution messages found in similar tickets or in the knowledge base articles.
  • Assistant - Recommend services for tickets - Display the most appropriate services that are automatically offered based on the content of the ticket.
  • Assistant - Show Summary - Display the summary of the ticket communication.
  • Assistant - Show Solution proposal - Display a solution proposal on the base of the new ticket message.

Tiket - karta asistent​

Chcete-li zobrazit informace o asistentovi AI, přejděte na tikety a vyberte jakýkoliv tiket formulář, který má všechny funkce AI asistenta povolené. Detail tiketu zobrazuje záložku Assistant obsahující následující oddíly s daty:

  • Summary
  • Velké skóre incidentů
  • Podobné tikety
  • Možná řešení
  • Preferované služby