Setup: Labs - GenAI: Problem creation and Existing Problem Suggestions
How to use Labs
Features in Labs are temporary. You do not need to test each feature. If your organization might benefit from a new feature and/or enhancement, go to Setup > Labs. In the list of available features, toggle the feature to On.
Some features in Labs are interconnected. You may activate more than one feature simultaneously to maximize the benefit of new Labs offerings.
As new features prove successful, SolarWinds will permanently integrate them into Service Desk. Likewise, if a feature is found to not be beneficial, it will be deleted permanently.
Enable features in Labs
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Navigate to Setup > Labs.
ESM customers: navigate to Organization > Setup > Labs. -
In the list of available features, toggle the feature(s) of your choice to On.
Introduction to GenAI: Problem creation and Existing Problem Suggestions
After this feature is enabled in Labs and the AI suggested problem feature is selected in Setup > Global settings > Gen AI settings, when an agent is handling a new ticket, GenAI can identify patterns in other tickets and/or recurring issues, such as frequent tickets on the same topic, and prompt the agent to create a new problem based on similar open and unresolved incidents.
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The agent can automatically generate a new problem from the suggestion via pop-up.
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GenAI suggests up to 10 existing incident tickets that it considered as possibly related. GenAI considers open problem tickets when making suggestions.
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If the agent creates a problem ticket from the suggestion, the new ticket is pre-populated with details from related incidents based on the current incident category. Those related incidents are automatically attached to the new problem ticket. At any time, agents can remove one or more of the related incidents if they determine the incidents are not related to the problem ticket.
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If an incident is deleted from the problem ticket, the problem is also deleted from the related incident ticket.
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In addition, agents have the opportunity to rate the suggestion or dismiss it.
Similarly, GenAI can suggest that a new incident ticket be linked to an existing problem ticket.
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The agent is notified, via a pop-up, of existing open problems that might relate to the current incident, allowing easy attachment.
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The agent is provided with an option to create a new problem in case none of the suggestions are relevant.
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When an agent is looking at a problem ticket, GenAI can suggest linking existing incidents to the problem ticket being viewed, in case any related ones exist.
ESM customers: For ESM accounts, the GenAI features are scoped to the service provider's data and not to the organization's account. All suggestions are derived from data of the service provider where the agent is working.
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.