Ticket summaries
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Introduction
Currently available for Premier plan customers in the US and EU [EMEA] data centers. Your data center is identified in your Account summary.
SolarWinds Service Desk (SWSD) uses Generative AI (GenAI) to provide agents with information in incident tickets. Currently, information includes suggested solutions, draft responses, and drafts of ticket summaries.
GenAI searches within your existing SWSD tickets to generate suggestions. The scope of searches is limited to the currently selected tenant account; they are not and cannot be performed across other customer accounts. For ESM customers SWSD searches only within the specific service provider's tickets.
All GenAI suggestions are identified by the Generated by AI icon. 
Enable and configure GenAI
Step 1: Enable GenAI
Before you can use GenAI and its features, an organization administrator or an IT administrator must enable it for all users.
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Navigate to Setup > Global Settings > GenAI Settings.
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Under SolarWinds AI, click Request GenAI.
By submitting the request, the Machine Learning feature is activated on your company's account. The results are confined to that account, ensuring compliance with the SolarWinds data security policy.
ESM customers: When the enable toggle turns green for an organization-level administrator, the feature becomes available in each service provider's Setup menu. Each service provider's administrator can then submit a request to enable GenAI for that service provider. To submit a request, a service provider administrator needs to navigate to Service Provider > Setup > Global Settings > GenAI, and then click Submit Request.
Step 2: Configure GenAI Settings
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Wait for Machine Learning to complete. When complete, you can see that SolarWinds AI is available.
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Under Incidents, toggle the AI Case Summarization to On. Under it you can optionally activate learning mode.
When you activate learning mode the machine learning process begins. When it concludes the features are available and the administrator receives notifications via the notification bell and email. The enable toggle in global settings also changes to green to show the feature is enabled.
Step 3: Set agent permissions
After enabling GenAI, to allow agents to view auto-generated content for incident tickets, you need to set the permissions. Permissions should be applied at the object level and the setup level.
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Navigate to Settings > Users > Roles & Permissions > Service Agent User.
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Click Add Permission.
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From the Action dropdown, select Manage.
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From the Subject field, click to see a list of options. Notice the list is divided into three sections: Objects, Setup, and Gen AI.
From the list of options:
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If you select All at the top of the list, GenAI is automatically included.
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If you wish to exclude GenAI, scroll down the list until you reach the GenAI section and then disable the specific features you wish to exclude.
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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.
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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.
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.