AI Service Provider

The AI Service Provider dialog features two sections:

1. Configuration
   Provide a name,  description, and specify a type, which defines the AI service you are using. Based on the selected type, different fields will be displayed.
2. Models
   Lists the available models of the configured provider. Models are loaded once the 'Fetch Available Models' button is clicked.

To add or modify an AI Service Provider, navigate to:

1. Administration
2. Configurable AI
3. Service Providers
4. Clicking 'Add AI Service Provider' to create a new one will open the following dialog:

The ‘Service Connection’ is required regardless of the Service Provider type selected. To create a new Service Connection navigate to:

1. Administration
2. Integration
3. Service Connections

and click ‘Add Service Connection’ in the ‘add’ section. Once the dialog opens provide below details

Azure AI

To set up an AI Service Provider using Azure AI you need to provide the configuration below  from your Azure resource:

OpenAI Compatible

To set up an AI Service Provider using an OpenAI-compatible provider, you need to provide below configuration:

Item	Setting	Description
1	Service Address	URL of the endpoint providing the AI Service/communication
2	Service Connection	Service Connection keeping the credentials

OpenAI

To set up an AI Service Provider using OpenAI you only need to provide the already created Service Connection (1).

 

AI Actions

AI Actions are used to generate a defined outcome like a summary of a ticket, or proposals for ticket classification (Incident, Service Request).

Two types of AI Actions are available

• Interactive AI Action - Will be represented as a dedicated action in the AI Action Panel 
• AI Action - Allow integration with Layout Designer, e.g., in Previews, or Wizards. 

Interactive AI Action

Interactive AI Actions, represented as dedicated actions in the AI Action Panel, are created at Administration - Configurable AI - AI Actions, by clicking the 'Add Interactive AI Action' button. The dialog features 3 views:

• General
• Prompt
• Executions

General - View

The General view includes 3 sections,

• General,
• Configuration and
• Action Visibility and datamodel.
  

Section	Item	Setting	Description
General	1	Name	Enter a meaningful, descriptive name.
	2	Description	Optional. Provide a helpful description.
Configuration	3	Service Provider	Select an existing AI service provider.
	4	Model	Choose from Service Provider-specific models to process the prompt (e.g., GPT-4).
	5	Maximum Tokens	Set the maximum number of tokens for the model’s output.
	6	Temperature	Controls response creativity. Higher values produce more creative output; lower values yield more deterministic responses.  Range is from 0.0 - 2.0 with a default of 1.0 (in case no value is provided).
Action Visibility and datamodel	7	Select base datadefinition	The required common datadefinition of all configuration items, that are eligible for executing this action. Dynamically loaded data inside the prompt will be executed for this datadefinition.
	8	Select eligible types	Set the configuration items, for which this action can be executed.

If an AI Action should be executable for Changes and Incidents, select SPSActivityClassBase as the base datadefinition, and select SPSActivityTypeIncident, SPSActivityTypeChangeRequest as eligible types.

 

Prompt - View

Within the prompt section make sure to describe the intended function as clearly as possible.

Dynamic Data

Object-related data is loaded during execution and can be directly pulled from the base data definition or from any given data definition. To add attributes use the ‘Insert Expression’ option (1) and provide the exact attribute name in the Expression dialog (2).

To load general data without a base data definition, use the ‘Insert Table Query’ Action: 

Item	Setting	Description
1	Base datadefinition	Name of the data definition
2	Column Expression	Attribute name to add which will be used as table header as well
3	Where expression	Filter expression

Insert Parameter

This action will only show output parameters once they are defined; this mainly applies to ‘AI Actions’

 

 

Executions - View

The Executions view becomes visible once the Interactive AI Action is saved for the first time.

It shows:

• Execution history
• Details of the execution, such as
• Execution context
• Output tokens
• Any encountered error messages

AI Action

AI Actions, used in e.g. Previews or Wizards, are created at Administration - Configurable AI - AI Actions, by clicking the 'Add AI Action' button. The dialog features 3 views:

• General
• Prompt
• Executions

Creating them follows the same principle as for Interactive AI actions; therefore, only specific settings are mentioned.

General - View

Instead of the Visibility of AI Action and datamodel section, there is a datamodel section, in which only a base datadefinition for queries can be selected.
Filtering for types is not necessary, as the action will not be displayed in the UI.

Prompt - View

Within the prompt section, make sure to describe the intended function as clearly as possible. 

Once the option 'Structured Response' (1) is selected (default for AI Actions), the use of variables is enabled. Specified variables (2) will show up at the web service as input/output parameters.

The 'Description' option (1) of output parameters allows you to further specify which exact part of the overall output is added.

Input parameters can be added to the prompt using the action ‘Insert Parameter’ (2) which will show the previously defined variables (3).

Executions - View

The Executions provides the same data as for Interactive AI Actions.

AI Action templates

AI Action templates allow you to predefine every setting of an AI Action of Interactive AI Action for later reuse. You can add or modify action templates at:

1. Administration
2. Configurable AI
3. AI Action Templates

Use the ‘Add AI Action Template’ action to create a new template.

 

Section	Item	Setting	Description
General	1	Name	Enter a meaningful, descriptive name.
	2	Maximum Tokens	Set the maximum number of tokens for the model’s output.
	3	Temperature	Controls response creativity. Higher values produce more creative output; lower values yield more deterministic responses.  Range is from 0.0 - 2.0 with a default of 1.0 (in case no value is provided).
	4	Description	Optional. Provide a helpful description, later visible in the AI Action Panel.
Integration	5	Action Description	Detailed description of the action.
Data Model	6	Select base datadefinition	The required common datadefinition of all configuration items, that are eligible for executing this action. Dynamically loaded data inside the prompt will be executed for this datadefinition.

For the prompt the same settings apply as for AI Actions.

To create a new instance based on a template use the ‘Create Action from Template’ button (1).

Please note that you still need to select the Service Provider once the action is created.

AI Services

Access to the general configuration is available using the 'Configure AI Services' action in the Administration global system settings.

We do not recommend changing the settings without consulting Matrix42.