GenAI settings

On this page

Introduction

Service Desk options configured through Gen AI settings are global and affect your entire instance of 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

Activate SolarWinds AI

To enable SolarWinds AI from the Settings> Global Settings > GenAI Settings page, you need to click Request GenAI. By doing so, you are authorizing Service Desk to initiate the machine learning process.

The machine learning process begins. This can take some time. SolarWinds recommends that you monitor your notifications to know when the learning process is complete. The best way to monitor is to notice an alert for the Notification bell in the black bar at the top of your Service Desk account. You will also receive an email.

When the machine learning process is complete, the toggles for individual GenAI features become visible and available for enablement on the Settings> Global Settings > GenAI Settings page.

How it works

Because machine learning looks only at your company's account, all GenAI suggestions and solutions are based on and confined to your company's account. This ensures 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.