Documentation forService Desk

Setup: Labs - Use GenAI in comments

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

  1. Navigate to Setup > Labs.

    ESM customers: navigate to Organization > Setup > Labs.

  2. In the list of available features, toggle the feature(s) of your choice to On.

Introduction to GenAI in comments

GenAI is available to Premier customers.

When an agent adds text to a comment field, the agent can ask AI to rewrite the text so it is more clear. The agent can also choose one of three different tones: professional, empathetic, or friendly.

To enable this feature, navigate to Settings > Global Settings > GenAI Settings > GenAI Tone Enhancer. Click the dropdown arrow and enable Comment tone enhancement.

If you are an ESM customer, each service provider can enable the feature.

Once enabled, in the Comments section of a ticket the agent can click Rewrite with AI. GenAI offers a suggestion. By default, the tone of the suggestion is Professional. The agent can choose to change the tone by clicking the dropdown arrow next to Professional and then select either Empathetic or Friendly before replacing.

To learn more about comments, see Comments.