GenAI settings

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Introduction

SolarWinds Service Desk (SWSD) options configured through Gen AI settings are global and affect your entire instance of SolarWinds Service Desk. Global settings establish the foundation of how your Service Desk will look, feel, and behave. Only administrators can make changes in Setup.

Navigation

Setup > Global Settings > GenAI Settings

Setting options

SolarWinds AI

SolarWinds AI features become accessible to you and are applied to incidents after the completion of the machine learning process. Once activated, the toggles will trigger notifications through both the notification bell and email. By submitting this request, you enable the machine learning feature on your account. The results will be confined to your account, ensuring compliance with the SolarWinds data security policy.

SolarWinds AI: Generative AI requires enablement. See Enable GenAI.

AI Case Summarization

o Boost agent efficiency and effectiveness in customer support with AI suggestions for ticket summaries.

o Learning mode for AI involves users rating to improve solution quality. Once checked, users can rate each generation.

AI Suggested Solution & Draft Response

o Boost agent efficiency and effectiveness in customer support. Additionally, automatically generate a draft comment to request the required information and necessary actions from the requester.

o Learning mode for AI involves users rating to improve solution quality. Once checked, users can rate each generation.