Integrating CINDE with Incident Rules1

Automation and intelligently identifying user's requirement is the key to the success of Artificial Intelligence (AI). Taking a step in this direction, CINDE's integration with Incident Rules will help the end-users to log incidents very quickly without spending much time in describing the problem statement. This will also help Analysts to get the Incident assigned to the appropriate Workgroup with all the pre-filled Incident details such as Priority, Urgency for a faster closure of the incident. It provides capability to display the default symptoms based on the keyword specified by the end-user.

CINDE will no longer ask an end-user to provide the description, instead the matching Symptoms are displayed. Based on the selected Symptom, CINDE logs an Incident. Incident Rules are the rules that you can configure in the SummitAI core application under Incident > Configuration > Others >  Rules. For more information on how to configure incident rules, refer to Configuring Rules. Using Incident Rules in CINDE, the end-user 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 Incident Symptoms.

Personas

• End-user

Business Benefits:

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

Prerequisites

This section includes information about prerequisites to enable the Incident 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.
• Incident Rules should be defined. For more information on how to configure incident rules, refer to Configure Rules.

Use Case

1. Log in to the SummitAI application as an end-user. 
   
   
   

   Figure: SummitAI Application page

   Note:

   The logged in end-user must have access to CINDE.

2. Open CINDE digital agent. A sample screenshot is shown below:
   
   
   
   

3. Consider the end-user entered the keyword as Wifi Issue. CINDE displays the list of relevant knowledge articles. 
   Click Show more, the KNOWLEDGE ARTICLES DETAILS pop-up is displayed to provide detailed description about the KA.
   
   
   
   If the Knowledge Article is not useful, click on Log an Incident. If the Incident Rules are enabled at Instance level then CINDE will display the list of relevant Incident Rules. CINDE displays five Incident Rules at a time.
   
   
   
   

4. Click Show more templates to view another set of incident rules.
5. Based on the selected incident rule, if the description is pre-defined then the Incident is logged directly. If the description is not pre-defined then it will ask the end-user to provide the description to log the incident.
   
   
   
6. End User can click Log an Incident to log an incident. CINDE will ask the end-user to provide the description to log the incident.
   

Custom Attributes Support for Incident Rules

CINDE will be able to log an Incident which has Incident Rules defined with Custom Attributes. CINDE will be able to take data or input from the user based on Custom Attributes.

Scenario - I

If the selected Incident Rules has default description, defined custom attributes for the selected Incident Rules are less than 15 and custom attributes has supported controls, then CINDE fetches and displays the incident rules. CINDE prompts for mandatory custom attributes for the user to enter the information. CINDE logs an incident using selected Incident rules and user entered information for Custom Attributes.

Use Case

Consider the end-user entered the keyword "Printer is not working". CINDE Displays the relevant knowledge articles.
If the end-user does not find the required information, CINDE displays the relevant symptoms that are configured in Incident rules.

Select one of the symptom. For example, if user has selected "The Printer Cartridge has dried out" CINDE will ask for custom attributes as this incident rule has custom attributes.

Once all of the answers are filled, an incident will be logged for the end-user.

Scenario - II

If the selected Incident rule does not have default description, defined custom attributes for the selected Incident Rules are less than 15 and custom attributes has supported controls, then CINDE fetches and displays incident rules. CINDE prompts for description mandatory custom Attributes. An incident is logged using selected incident rules and user entered values.  

Use Case

Consider the end user entered the keyword as Outlook Issue. CINDE works as follows:

1. Displays the relevant knowledge articles.
   If the end-user does not find the required information, CINDE displays the relevant symptoms that are configured in Incident rules.
   
   
   
   
2. Based on the configurable parameter, CINDE displays five Symptoms as default. End-user can click Show more templates to view another set of Symptoms.  
3. End user can click Log an incident to log an incident directly from SummitAI application. A sample screenshot is shown below: