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To enable AI prioritization, create the following columns in the AI Logs lists:
AI Logs List
The AI Logs list is used to store the AI's prioritization decisions and explanations. It connects each log to the related ticket, allowing easy tracking and review of how AI assigned priorities.
Go to the Helpdesk site à Site Contents à Create new AI Logs list à List Settings à Create below columns:
Column Internal Name |
Column Display Name |
Column Type |
RelatedTicket |
Related Ticket |
Lookup (Tickets List Title) |
Logs |
Logs |
Multiple lines of text |
LogStatus |
Log Status |
Single line of text |
RelatedTicket: Links each AI log entry to the corresponding ticket in the Tickets List for easy reference.
Logs: Stores the detailed explanation of the AI's prioritization decision and reasoning.
LogStatus: Tracks the current status of the AI log entry, such as "Success" or "Failed," to monitor progress.
Configurations
Create below columns in ‘Configurations’ list.
Go to the helpdesk application àAdministration page à Configure lists à Configurations à Create below columns:
Column Internal Name |
Column Dispaly Name |
Column Type |
AISettings |
AI Settings |
Multiple lines of text (Plain Text) |
Tickets
Create below column in ‘Tickets’ list.
Go to the helpdesk application àAdministration page à Configure lists à Tickets à Create below columns:
Column Internal Name |
Column Dispaly Name |
Column Type |
AIWorklog |
AI Worklog |
Multiple lines of text (Enhanced Rich Text with append Changes enabled) |