Table of Contents
This article contains release notes for the AI Proposals for Service Desk extension.
Version 2.0.65
The minimum required Enterprise Service Management version is 26.1.0
New Features
KBA Gap Detection
The new AI-based KBA Gap Detection feature helps you continuously improve your Knowledge Base by identifying topics that are frequently reported in tickets, but are not yet covered by Knowledge Base Articles. By periodically analyzing resolved tickets, the system highlights recurring issues where knowledge coverage is missing and generates KBA Proposals to close those gaps.
You can track KBA proposals using the newly added widget, available at Service Desk > Home > Home, as well as through email, in-app, and through Microsoft Teams notifications.
For additional information, read KBA Gap Detection.
Improvements
- The extension now runs in sandboxed mode.
Version 1.1.289
Improvements
-
Major Incident Prediction:
- Service detection: The extension now also detects the service related to the Major Incident Proposal.
- AI Proposals for Global System Settings: We have updated the behaviour of the Enabled setting at AI Proposals for Global System Settings > Major Incident; it now enables or disables the Major Incident Proposal engine and Proposal generation.
- Consolidation period (hours): A new setting that lets you set a lookback timeframe (1-24 hours) to prevent duplicate Major Incident Proposals by automatically consolidating them into existing records.
Version 1.1.127
Improvements
- We have added two Diagnostic Rules for AI Proposals that check the system health status and detect issues related to the extension when running System Diagnostics.
Bug Fixes
- Fixed an issue related to Major Incident proposals being created as Incidents (INC), instead of Tickets (TCK).
Version 1.1.110
Bug Fixes
- Fixed an issue that could prevent ticket data from loading correctly on systems with non-standard date formats. Dates are now handled according to local settings.
Known Issue
- Major Incident proposals are created as Incidents (INC), instead of Tickets (TCK).
Version 1.x
The new Major Incident Prediction capability helps you flag both potential and ongoing Major Incidents happening in your environment with the help of AI. It detects ticket patterns and creates Major Incident proposals based on a set of customizable parameters configured in the Global System Settings.
The AI-suggested proposals can be integrated into the main Major Incidents management process to help you discover potential Major Incidents and handle them end-to-end within one platform.
You can track Major Incident proposals using the newly added widgets, available at Service Desk > Home, as well as through email, in-app, and through Microsoft Teams notifications.
New Features
-
Major Incident Proposal: Tracks your Service Desk environment and automatically generates proposals when it detects a specific number of tickets for the same issue within a defined limited timeframe.