TDX AI Service Assist Technician Handbook

TDX AI Service Assist is a collection of Artificial Intelligence (AI) features that can be used within TeamDynamix Work Management. Purdue IT is excited to participate in a Beta trial introducing AI Service Assist in TeamDynamix! These smart tools are designed to make ticket work faster and easier:

• AI Suggested Fields: Get quick, intelligent suggestions for common ticket fields.
• AI Ticket Assist Agents: Access relevant resources and suggested responses right from your ticket view.

These features are available through December 23, and your feedback will help shape the future of this tool.

This article goes over the ways that ticket technicians can use these features to enhance your service management lifecycle.

AI Service Assist currently includes two features, with the plan to expand this to have more offerings in the future. Below is a list of the two features currently offered:

AI Suggested Fields

AI Suggested Fields offer suggestions for common fields on tickets, based on your previous value assignment. These show up on ticket creation and editing forms in your Work Management Technician Portal below each relevant field.

Fields that may be included in the AI Suggested Fields configuration are below. Note that your TeamDynamix Administrator may have only configured a subset of these offerings.

• Ticket Type (not included in the Beta)
• Form
• Service
• Responsible Group
• Priority

See below for an example of what this looks like in a ticket update form.

AI Ticket Assist Agents

AI Ticket Assist Agents use contextual information to pull in relevant resources on a ticket that a technician or administrator is viewing in the Work Management Technician Portal.

Resources may include:

• TeamDynamix knowledge base articles
• TeamDynamix support tickets
• TeamDynamix response templates
• Website content (not included in the Beta)
• Local files (Not included in the Beta)

These resources are then used to generate an informed response to the end-user and suggest it to the technician.

See below for an example of what this looks like in a ticket.

These features are used in the TeamDynamix Work Management Technician Portal (https://service.purdue.edu/TDWorkManagement/) with a TeamDynamix ticket open.

AI Suggested Fields

To use AI Suggested Fields;

1. Open a ticket in the slide-out panel, a new browser window, or an app-level tab
   • Alternatively, open a new ticket form to create one
2. Click Edit to start making changes to fields on the ticket if not there already
   • If/when there are enough field values set for the ticket to inform others, you will start to see purple text with a magic wand icon below certain fields on the ticket. These are the suggested values for the fields that are above them.
3. Within that area below each relevant field, you have the following options:
   1. Click the purple text for the value that is the top result
      • This will apply that result into the above field and accept the suggestion
   2. Click View More (...)
      • This will show the top few relevant choices and their relevancy score so that you can determine which is appropriate. Click the value that you would like to apply.
4. If you do not see a correct value that you would like to set to the ticket, that may be due to the relevance of the data set that was included for training the system. We recommend that you keep track of good and bad quality suggestions so that you can provide feedback to the IT Service Management Office.

AI Ticket Assist Agents

To use AI Ticket Assist Agents;

1. Open a ticket in the slide-out panel, a new browser window, or an app-level tab
   • Alternatively, open a new ticket form to create one
2. Look for the magic wand icon at the top right of the ticket details or editing page and click it to open the Ticket Assist Agent
   
3. The Ticket Assist Agent panel will slide in from the right side of the screen. Inside of it, you may see:
   • Suggested Response
     • This is an AI-generated response to the ticket requestor that can be copied and pasted into the comment dialog in the ticket
     • To copy the Suggested Response, use the icon buttons at the top to both copy and rate the response as a high/low quality response. Ratings go from high to low on the icons, from left to right, with the final option to copy the response without rating
       
   • From Knowledge Base
     • This section lists the knowledge base articles that are potentially relevant to the ticket data. The Agent uses the entire ticket to determine which KB articles are relevant here.
     • You may click the title of a KB article to see its content. From there, you also have buttons at the bottom to copy content, copy link, attach to the ticket, and open the article in a new window.
   • From Tickets
     • This section lists the other tickets that are potentially relevant to the ticket data
     • You may click the title of a ticket to see its content
   • From Response Templates
     • This section lists response templates that might provide helpful content for the ticket response. Templates such as instructions for common troubleshooting and walkthroughs will be particularly helpful here.
   • From Other Knowledge
     • If your organization has other sources of information such as websites or local files, they will be provided here.

Still need help?  Click the 'Purdue IT Request' button to start a ticket.