Suggested solutions and draft responses
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Introduction
Available for Premier plan customers.
SolarWinds Service Desk (SWSD) uses Generative AI (GenAI) to provide agents with information in incident tickets. Currently, information includes suggested solutions, draft responses, and draft summaries for comments and resolutions.
First, GenAI searches within your existing SWSD closed tickets and your internal and approved solutions. It then generates suggestions. The scope of searches is limited to the currently selected tenant account and the defined category in the tickets and solutions. Searches are not and cannot be performed across other customer accounts. For ESM customers, SWSD searches only within the specific service provider's tickets. The suggested solution is automatically regenerated, if relevant, whenever there is a change in ticket details and/or a category update.
All GenAI suggestions are identified by the Generated by AI icon. 
Steps to Enable GenAI
GenAI must be enabled. See Enable GenAI.
Suggested solutions and draft responses
Suggested solutions and draft responses can help agents reduce Mean-time-to-resolution (MTTR). Suggested solutions can contain detailed instructions for quicker resolution. By using those suggestions and draft responses, an agent can eliminate the need to search for resources and obtain feedback suggestions for requesters.
SWSD searches your organization's closed tickets when generating suggested solutions.
On February 16, 2025, SolarWinds added a feature to Labs that you can enable. It broadens the search scope for suggested solutions. See Setup: Labs.
Suggested solutions
Suggested solutions initially provide a list of missing ticket information (not provided by the user when the ticket was created) and information the agent can perform to resolve the incident.
In tickets, suggested solutions appear to the right. You can click the dropdown arrow to see the suggested solution or a reason why no solution is generated.
Here you can (1) see the suggestion generated by AI and (2) agents can rate the suggestion. |
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Draft responses
Draft responses initially include a request for missing ticket information and actions the requester can perform to attempt to resolve the incident. Draft responses appear in a comment.
Agents can modify, ignore (delete), edit, or use as-is all suggested solutions and draft responses.