Integrating CINDE with IM Rules

Owned by Enterprise IT
May 08, 2024

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Feature released in SummitAI for ITSM (Denali SP3 HF01)

What's New?

Now, CINDE is integrated with the IM Rules and displays the Symptoms. Now, CINDE will no longer ask an Analyst to provide the description, instead the matching Symptoms are displayed. Based on the selected Symptom, CINDE logs an Incident. IM Rules are templates that you can configure in the SummitAI core application. Using IM Rules in CINDE, the Analysts can log Incidents with pre-selected data without the need to key in each information. Based on the configurable parameter, CINDE displays the Knowledge Records (KR) or IM Symptoms.

For Example:

Consider the Analyst entered the keyword as My VPN is not working. CINDE works as follows:

  1. Displays the relevant knowledge articles.
  2. If the Analyst does not found the required information, CINDE displays the relevant symptoms that are configured in IM Rules.
  3. Based on the configurable parameter, CINDE displays five Symptoms as default. Analyst can click Show More to view another set of Symptoms.  

Business Benefit

Using IM Rules in CINDE, the Incidents get created with the pre-selected data and save the Analyst's time in filling each field with the values.

Prerequisites

This section includes information about prerequisites to enable the IM Rules in CINDE.

  •  Add the configurable parameter in CINDE while deploying. Based on the configurable parameter, the number of Symptoms are displayed while conversing with CINDE.

Displaying Symptoms in CINDE

  1. Login to the SummitAI application as an Analyst.

    Note:

    The logged in Analyst must have access to CINDE.


  2. Open CINDE digital agent.

  3. Enter the required keyword in the text box and click .

  4. Based on the entered keyword, the relevant knowledge articles get displayed. If the knowledge articles found is not useful, CINDE displays the Symptoms to log an Incident.
  5. CINDE displays five Symptoms at a time.
  6. Click Show More to view another set of Symptoms.
  7. Based on the selected Symptom, the Incident is logged.