Generate Resolution Notes when Resolving the Help Desk Request

When the agent performs the action to resolve the request using the "Resolve Help Desk Request" Smart Action or when changing the status to Resolved, the option to use AI summarization (AI Assist) is given to the agent which will generate a draft resolution note.

AI-Generated Resolution Note

AI-Generated Resolution Note

AI features are being offered under an early adopter program. If you are interested in enabling this feature and do not yet have a Service Generative AI Promotion Code which allows you to use AI within Help Desk, please open a Service Request with Technical Support to request one.

Help Desk agents can benefit from use of Generative AI capabilities. Agents may save time by automatically generating the resolution notes while they select the resolution and outcome when resolving the request.

Steps to Enable

Enable Profile Option

  1. Go to Setup and Maintenance.
  2. Click on the Tasks icon.
  3. Click the Search link.
  4. Search for and click on the link for Manage Administrator Profile Values.
  5. Enter ORA_HD_ENABLE_AI_ASSIST_IN_RESOLVE_DESC in the Profile Option Code and Search.
  6. Change the Value to Yes to allow Resolution Notes to be generated with AI. (Set to No to disallow this.)
  7. Save and Close.

These changes will take effect on next sign in.

Tips And Considerations

Note that generated summaries can only be as good as the information that is recorded in the Help Desk request. Agents should be trained to include what was tried and/or done while resolving the request.

Key Resources

After the release is available, a video showing how to configure your environment and a demonstration of the functionality will be found on Oracle Video Hub: Fusion Help Desk.

Access Requirements

To use AI generated text, users must have the privilege:

ORA_SVC_GEN_AI_USER

In addition, a specific privilege is required to take advantage of the summarization features within Help Desk:

  • SVC_ACCESS_HRHD_SUMMARIZATION_APIS - for HR Help Desk
  • SVC_ACCESS_ISR_SUMMARIZATION_APIS - for Internal Help Desk