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Skip Navigation LinksALVAO 11.2 / Extension modules / ALVAO Service Desk AI Assistant

ALVAO Service Desk AI Assistant

This module adds the new Assistant tab to the ticket page. 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.

Technical requirements

  • ALVAO Service Desk
  • ALVAO Asset Management - optional
  • On-premise customers: MS Azure OpenAI subscription

Installation

  1. Download the ZIP archive ServiceDeskAIAssistant.zip and extract the files.
  2. Go to Administration - Service Desk - Services and import file ServiceDeskAIAssistant-service.xml as new service. It is required to create necessary custom fields. After that the service can be deleted.
  3. Go to Administration - Applications and import file ServiceDeskAIAssistant-application.xml.
  4. On-premise customers only: Set the URL and secret key of your Azure OpenAI resource in the appSettings section of web.config file of Alvao WebApp and Alvao Custom Apps WebService:
    Note:

    For SaaS customers, the configuration of AzureOpenAI parameters is maintained by the ALVAO.

  5. Enable the application

Major incident detection settings

  1. Go to Administration – Custom fields and create new custom field for SLA.
    • Select command New custom field and create new custom field for SLA. Set the values according to the list
      • Custom field name: Major incident
      • Type: bit
      • Table: tSlaCust
      • Column: IsMajorIncident
  2. 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.
  3. Go to Administration – Service Desk – Services. 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.
  4. Go to Administration – Asset Management – Property definitions and select command New property. Create a new property with following settings:
    • Property name: Major incident score (%)
    • Data type: Number
  5. Add the new property Major incident score (%) to objects.
  6. 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.

Advanced settings

It is possible to set advanced parameters of the module in Administration - Settings – Advanced. See the parameters in the following table.

Name Default value Description
ServiceDeskAIAssistant.CalculateVectorsHours 20, 21, 22, 23, 24, 0, 1, 2, 3, 4, 5, 6 Hours of the day when to calculate vectors for tickets and articles.
ServiceDeskAIAssistant.CalculateVectorsMaxCount 500 Maximum count of tickets or articles to evaluate vectors at once.
ServiceDeskAIAssistant.CompareTicketCountInService 500 Maximum count of tickets in the same service that will be used to compare similar tickets.
ServiceDeskAIAssistant.CompareTicketCountOutsideService 1000 Maximum count of tickets outside the service that will be used to compare similar tickets.

Service settings

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. For each new ticket the major incident score will be calculated.
  • 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.

Ticket - Assistant tab

To view the information of the AI Assistant, go to Tickets and select any ticket form the service that has any AI Assistant features enabled. The ticket detail shows the Assistant tab that contains the following sections with data:

  • Summary
  • Major incident score
  • Similar tickets
  • Possible solutions
  • Preferable services

 

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