Where AI Functions can be used

Predefined AI Functions can be integrated into: 

1. UI Actions
2. Agentic Assistant
3. Workflow Designer
4. Workflow Studio
5. Automated ticket-processing scenarios
6. Custom application actions
7. Partner or customer extensions 

The same AI Function can be reused in several contexts without duplicating the underlying business logic.

Create your Native AI Function

Users can create new AI Functions or configure existing ones to extend their capabilities. 

These custom functions support two implementation types:

• Prompt-based: this implementation type uses Document/Prompt Designer with data model binding.
  • Prompts can dynamically include data model properties (e.g., ticket data).

Example: Analyze the following ticket and suggest the most appropriate category.
Ticket title: {Title} 
Ticket description: {Description} 
Current service: {Service}

The exact binding syntax is provided by the designer and the selected data context.

• Service-based: this implementation type relies on API or service execution.
  This option is suitable when: 
  • The AI capability is exposed through an existing service.
  • Additional server-side business logic is required.
  •  A custom provider or AI orchestration layer must be called. 
  • The response requires processing before it is returned to the platform. 

The service implementation can return informational or structured output, depending on the function definition.

Configure a Confirmation Wizard for AI Results

An AI Function can use a dedicated Confirmation Wizard to present its result in a structured, guided interface. 

The wizard allows users to: 

• Review the AI-generated proposal. 
• See an explanation or supporting information. 
• Adjust the suggested value where supported. 
• Accept and apply the result. 
• Reject or close the proposal without changing the object. 

This is useful when an AI Function returns an actionable suggestion rather than only informational text. 

For example, the predefined Detect Ticket Category function uses a confirmation wizard to display the suggested category and the AI-generated explanation before the user applies the change. 

How the Confirmation Wizard Works 

The Confirmation Wizard is assigned in the AI Function configuration. 

When the function is executed: 

The AI Function returns its result. 

1. The result is added to the wizard execution context. 
2. The configured wizard opens in M42 Assist. 
3. Controls in the wizard read the AI response from the context. 
4. The user reviews, adjusts, accepts, or rejects the proposal. 

The result is not displayed automatically unless the wizard has been explicitly designed to consume and present the AI Function output. 

Assign a Confirmation Wizard. To assign a wizard to an AI Function: 

1. Go to Administration > Intelligence > AI Functions. 
2. Open the required AI Function. 
3. Select the wizard in the Confirmation Wizard field. 
4. Save the AI Function. 

The selected wizard should be designed specifically for the output returned by that AI Function. 

Create the Wizard Context 

When creating the confirmation wizard, register the AI response as part of the wizard context. 

The wizard context can include values such as: 

• AIResponse 
• Explanation 
• AIFunctionImplementationID
• Additional function-specific values 

The exact context depends on the AI Function and its returned output. 

For example, the predefined category-detection wizard uses: 

• The suggested category returned by the AI Function. 
• The explanation generated by the AI. 
• The current ticket as the action context. 

The wizard controls are then bound to these context values. 

Design the confirmation interface. In Layout Designer, add the controls required to display and confirm the AI result. 

A confirmation wizard typically includes: 

• A text control for the AI-generated explanation. 
• A field or selection control for the proposed value. 
• An option to adjust the suggestion before applying it. 
• Confirm and reject actions. 

For example, the predefined AI Detect Ticket Category wizard displays: 

• The AI explanation. 
• The suggested ticket category. 
• A selectable category field that can be changed by the user before confirmation.

Map the AI response 

The wizard creator must explicitly map the AI Function output to the wizard context and UI controls. 

For example: 

• The returned explanation is mapped to an Explanation context property. 
• The proposed category is mapped to a category selection control.
• The current ticket is mapped through the Object action context. 

The mapping must match the response structure returned by the AI Function implementation. If the expected output is missing or mapped incorrectly, the wizard may open without displaying the generated proposal.

Use AI Functions in the User Interface

AI Functions can be exposed as UI Actions for supported business objects. 

For example, an Incident can provide actions such as: 

• Detect Ticket Category
• Detect Ticket Service
• Detect Ticket Impact
• Detect Ticket Urgency
• Find Solution
• Find Related
• Summarize
• Generate KB Draft
• Enhance Description
• Translate Text

AI-powered actions are displayed together with standard actions in the user interface and are visually highlighted to make AI-assisted capabilities easier to identify. They are visually identified as AI actions, but follow the same access, security, and configuration principles as other platform actions.

The existing UI Action model remains unchanged. This means that AI actions support the standard platform mechanisms for:

• Security roles 
• Object permissions 
• Conditions 
• Availability rules 
• Context 
• Localization 
• Action placement 

When a user executes an AI action, the result can be displayed through M42 Assist or directly in the action result. 

Depending on the function, the user may be able to: 

• Review the suggestion. 
• Accept and apply the result. 
• Ignore the result.
• Open a generated object.
• Continue editing the generated content.
• Copy the generated result to the clipboard for reuse in another field, message, document, or application.
• Regenerate the result to request a new AI-generated response based on the same ticket information.

AI-generated suggestions are not automatically applied unless the corresponding action or workflow has explicitly been configured to do so.

Show AI Actions in the Object Context

AI actions can be displayed directly next to the field or control they are intended to support. 

This gives users access to AI assistance at the point where the result is needed, without requiring them to open a separate action menu. 

Out of the box, selected ticket previews include contextual AI actions for:

• Detect Ticket Category
• Detect Ticket Impact 
• Detect Ticket Urgency 

For example, the Detect Category action can be shown next to the Category field.

When selected, the AI analyzes the ticket context and suggests an appropriate value. The suggestion is only applied after user confirmation and can be adjusted before saving. 

Administrators and solution designers can add the same pattern to other forms and controls through the Layout Designer. 

To add a contextual AI action: 

1. Open the required layout in Layout Designer. 
2. Select the control where the AI action should be available. 
3. In the control properties, define the Action to be executed. 
4. Define the Action Context that will be passed to the action. 
5. Save and publish the layout. 

The Action determines which AI or standard UI Action is executed. 

The Action Context defines the object or data context available during execution. In a ticket preview, this is typically the current ticket object. The action can use this context to resolve properties such as the title, description, service, category, impact, or urgency. This mechanism is not limited to predefined AI actions. Any compatible UI Action can be attached to a supported layout control, provided that: 

• The action supports the selected object type.
• The required context is available. 
• The user has permission to execute the action. 
• The action’s availability conditions are fulfilled. 

Contextual actions follow the standard Matrix42 security and UI Action model. They are shown only when the configured conditions and permissions allow execution.

 scenarios, use Execute AI Function going forward.

Use AI Functions With Automation

AI Functions can be executed from the Workflow Designer and other supported automation scenarios. 

This allows AI to be used as part of a broader business process rather than only as a manually triggered action. 

Example scenarios include: 

• Classifying a newly created ticket. 
• Detecting the related service. 
• Suggesting impact and urgency. 
• Generating a ticket summary. 
• Translating incoming content. 
• Preparing a response for an agent. 
• Generating a Knowledge Base draft. 
• Evaluating whether a ticket may be resolved automatically. 
• Returning structured values for subsequent workflow decisions. 

A workflow can: 

1. Start from an event, schedule, UI Action, or another supported trigger. 
2. Pass object data to the AI Function. 
3. Receive the output. 
4. Evaluate the returned result. 
5. Update the object or continue with additional actions. 
6. Request human approval before applying a sensitive result. 
7. For productive automation, Matrix42 recommends including validation or human approval where an incorrect AI result could have a material operational impact.

Workflow Designer AI Actions

All out-of-the-box AI Functions are available as native Workflow Designer actions:

• Translate Text
• Enhance Text
• Detect Ticket Category
• Detect Ticket Type
• Detect Ticket Service
• Detect Ticket Impact
• Detect Ticket Urgency
• Detect Ticket Solution
• Detect Ticket Duplicates

Execute AI Function (generic action)

A new generic Execute AI Function action lets a workflow call any AI Function — including custom ones you've built — and returns either a structured value (e.g. an ID or classification) or generated text content. This is what enables custom AI use cases inside workflows without building a dedicated action for each one.

This is distinct from the older Execute Config AI action, which still exists as-is for backward compatibility but is considered a legacy path. For new AI-in-workflow

Related Documentation 

For details on configuring AI service providers, managing AI Functions, supported deployment models, prerequisites, and troubleshooting, refer to: 

AI Functions & AI Service Providers: Configuration, Audit & Troubleshooting 

This article also provides an overview of predefined AI Functions, their configuration, and execution auditing.