Ticket Summarization

role platform saas only minimum version 2024 2 feature eligibility ivanti's 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 package installation existing customers import the latest package https //marketplace ivanti com/xchange/64b5b48e2ee9d6e08c3e6724/solution/66573f6ffa3fa054d3cbb75a with aitsm capabilities, both self service users and service desk analysts can now view ticket summary, check user interaction history, and leverage urgency prediction to streamline incident reporting in your service desk the ticket summary feature provides a quick, consolidated view of the ticket details and past interactions, helping users and analysts stay informed at a glance when submitting an incident through the self service mobile v3 portal, the system uses ai to automatically predict the urgency of the ticket and display relevant knowledge base articles that the user referred to before submission this not only improves the accuracy of incident prioritization but also gives the service desk team valuable insights into user behavior and the resources consulted, enabling faster and more informed resolutions configuring the incident form the user interaction history is available for new users out of the box but existing users need to configure it adding the user interaction history field to the incident form incident page use the following procedure to add the user interaction history field in the incident page so that end users can view the user interaction history while submitting the incident log in to as an administrator open the configuration console > build > business objects > incident > forms tab select the form to create a new form select incident webselfservice new to edit existing form select incident webselfservice edit in case you are using a different form, select the one you use for the self service mobile role drag and drop the user interaction history field on to the form in the control properties field of the form, add the following expression $(isregexmatch(getglobal("isaiitsmenabled"),/"ticketsummarization" \s \[tt]rue/)) adjust the dimensions height and width make any necessary changes to the field properties save the changes the user interaction history field will be displayed in the incident page this feature is applicable only for version 3 users user interaction history portal adding the user interaction history field to the incident form service desk incident page the following steps are to add the user interaction history field to the service desk incident page so that service desk analysts can view the user interaction history of the users log in to as an administrator open the configuration console > build > business objects > incident > forms tab select the incident defaultform or the form used for classic ui incident drag and drop the user interaction history field to the form in the control properties field of the form, add the following expression $(isregexmatch(getglobal("isaiitsmenabled"),/"ticketsummarization" \s \[tt]rue/)) adjust the dimensions height and width make any necessary changes to the field properties save the changes the user interaction history section is displayed in the service desk console incident page user interaction history service desk console viewing user interaction log in to as a or any role than has access to incident workspace open an incident under the user interaction history section, click the maximize icon the user interaction history window pops up you can edit the content and format it if required click close to exit