Ticket summaries
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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.
Ticket summaries
GenAI drafts ticket summaries that provide key insights and information in a format that requires minimal edits when logging resolutions. Summaries facilitate faster resolution of future incidents, contribute to knowledge building, and enhance the responses generated by Resolve AI.
Ticket summaries can be useful in:
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Ticket handovers from one person or team to another. The summary provides information on what has happened up to the point of handover so the new assignee can start with a clear understanding of the context. This facilitates faster resolution.
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Tickets that take a long time to resolve. A summary helps agents gain key insights into the ticket conversation and helps IT leads and managers understand why the ticket is taking longer to resolve. This can be especially helpful with critical or escalated tickets.
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Tickets that contain a lot of information. A summary can help agents quickly get up to speed on ticket conversations by saving them time when trying to assess a ticket that contains a lot of information. This can be helpful for ticket sharing.
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Ticket resolution. A summary assists agents in documenting ticket conclusions. This can save agents time in providing a resolution description. It can also help prevent them from skipping the resolution description, which is sometimes caused by the constant queue of incidents they need to manage daily. The ticket resolution summary generated by GenAI is generated from both comments and incident summaries.
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Ticket handovers from one person or team to another. The summary provides information on what has happened up to the point of handover so the new assignee can start with a clear understanding of the context. This facilitates faster resolution.
-
Tickets that take a long time to resolve. A summary helps agents gain key insights into the ticket conversation and helps IT leads and managers understand why the ticket is taking longer to resolve. This can be especially helpful with critical or escalated tickets.
-
Tickets that contain a lot of information. A summary can help agents quickly get up to speed on ticket conversations by saving them time when trying to assess a ticket that contains a lot of information. This can be helpful for ticket sharing.
-
Ticket resolution. A summary assists agents in documenting ticket conclusions. This can save agents time in providing a resolution description. It can also help prevent them from skipping the resolution description, which is sometimes caused by the constant queue of incidents they need to manage daily.
Ticket summary generation criteria
Ticket summaries are generated by AI if the option is enabled in Global Settings and if all the following conditions are met:
- The ticket is not in a Resolved status
- The ticket conversation has:
- More than 3 comments with 3 or more rows each
- At least a 100+ word count, excluding HTML
- The ticket Priority:
- Not equal to Low
- More than 3 comments with 3 or more rows each
- At least a 100+ word count, excluding HTML
If criteria is not met, a pop-up message appears at the top of the screen similar to: Unable to Generate Response. Either the description or the ticket was created before AI was enabled.
In addition, if nothing has changed since the last summary was generated, the agent is notified via pop-up alert.