Ticket AI Summary

Overview

The Enterprise Service Management (ESM) system supports a feature within Work Management that allows technician's to view a quick summary of a ticket's details, as well as recent activity.

Important
The use of ESM Ticket Summaries is enabled on a per ticketing application basis. If you're unable to access the feature referenced within this article, please contact your ticketing application's App Admin to discuss if enabling AI Ticket Summaries would be appropriate.

How do I use this technology?

  1. Login to ESM.
  2. From either a Dashboard, or a desired ticketing application (e.g. UA, UAA, etc.), open the desired Ticket.
  3. At the top of the screen click View Ticket Summary.
    Enterprise Service Management Work Management View Ticket Summary button highlighted
  4. The Ticket Summary panel will expand, generate and display a summary of the ticket.
    Enterprise Service Management Work Management View Ticket Summary panel expanded
    Tip
    Summaries are generated whenever the View Ticket Summary panel is expanded after opening or refreshing a ticket.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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