Getting Started with Ticket Assist Agents

This Ticket Assist Agent article will help administrators to configure the feature from the ground up. 

Overview

Ticket Assist Agents are a feature of TeamDynamix which use generative AI to synthesize large data sets (knowledge base articles, past tickets, websites, etc) in order to provide context and suggest responses to ticket technicians. This feature is configured and tested on the AI & Automations Layer, then deployed to Work Management for use by TeamDynamix Technicians.

This article goes over the bare-bones steps required in order to get an AI Assist Agent configured and running against your TeamDynamix Work Management environment.

Environment

  • AI & Automations Layer (iPaaS/CAI/Assist Agents)
  • TDAdmin

Getting Started with Ticket Assist Agents

Step 1: Log in to the AI & Automations Layer

  1. Navigate to the URL appropriate to your location/organization in a web browser:

  2. Enter your Email and Password for your account in the AI & Automations Layer
    • Note: this is different than the account you use for TeamDynamix Work Management, so the password may be different
  3. Click Log In

 

Step 2: Set Up TeamDynamix Environments

  1. In AI & Automations, navigate to Administration > Environments
  2. For each TeamDynamix "environment" that you have (Sandbox and Production):
    1. Click Add at the top right
    2. Enter a Name for the environment (Sandbox, Production, etc.)
    3. Optionally enter a Description
    4. Use the Environment dropdown to select the standard type of TeamDynamix environment that you are connecting to
    5. Enter your TeamDynamix environment's Partition Id
      • You can find this value in TDAdmin > Home > Details tab, toward the bottom of the page, listed under Partition ID
    6. Enter your TeamDynamix environment's BEID
      • You can find this value in TDAdmin > Home > Details tab, at the top of the page, under your organization's name, it is listed as ID: <Your BE ID>
    7. Click Save Changes.

 

Step 3: Create a New Ticket Assist Agent Application

  1. In AI & Automations, navigate to Applications > All Applications
  2. Click the green Add button at the top right
  3. In the popup window, select Ticket Assist Agent Application in the top section as the application type, then click Next >>
  4. Enter a name for the application (e.g. John's Assist Agent Application) and optionally enter a short slug name, a description, and any search tags, then click Next >>
    • These can always be changed later
  5. Click Add Application to finish creating the Assist Agent application
  6. On the Agent Configuration page, under the General tab, choose the Unpublished Versions Environment and Published Versions Environment for your Agent to use
    • The Unpublished Versions Environment will be used when your Agent is still being tested (recommended: sandbox)
    • The Published Versions Environment will be used when your Agent is published and deployed to Work Management (recommended: production)

 

Step 4: Configure Your AI Agent Assist Application

Under Agent Configuration, the following options are available

  • General: Configure your agent Options including Tone and other toggles for how the agent uses/provides information
  • Security: Add your TeamDynamix Work Management URL as one of the Allowed Hosts (ex: https://example.teamdynamix.com/)

 

Step 5: Add Knowledge Set/s

  1. Follow instructions in this article to configure one or more knowledge sets for your Assist Agent to use as a source of information
  2. Back in the Assist Agent application, navigate to Agent Configuration and click on the tab for the type of knowledge that you have added (ex. Article Knowledge)
  3. Under "[Type of Knowledge] Knowledge Sets" (ex. Article Knowledge Sets), make sure that the box is checked next to the knowledge set/s that you created
    • Do this for each type that you have configured, in the appropriate tab
  4. Un-check "Enable [Type of Knowledge] Knowledge" on any knowledge tabs that you will not be using

 

Step 6: Test Your Ticket Assist Agent

  1. In your Assist Agent application, navigate to the Agent Tester
  2. Select the Environment that you want to use to test
  3. Enter a ticket number to test the Assist Agent on
  4. Press the green arrow button to load the ticket
  5. If necessary, sign in with your Work Management username and password (or SSO if configured)
  6. Once the ticket loads, use the Generate button at the top right to open the AI suggestion test panel
    Uploaded Image (Thumbnail)
  7. Interact with the suggestion panel to review relevant resources and apply a suggested response

 

Step 7: Deploy Your Assist Agent in Work Management

  1. Follow instructions in this article to set up a service account for Work Management to connect to your Ticket Assist Agent Application
    • Create an AI & Automation Service Account
      • Note: When you create/configure your service account in AI & Automations, you must unset the Verify Timestamp toggle. This also must be turned off if you are reusing your existing service account.
  2. Share your Assist Agent Application with your service account
    1. In the AI & Automation Layer, in your Assist Agent Application, navigate to Assist Agent Configuration > Sharing
      • Note: if you do not see the Sharing tab, you are likely not the owner of the application. You must be the owner first in order to share it.
    2. Use the Share with Others or Change Sharing button to Add User (select the service account that you created), click Add, then click Save Changes
  3. Set the Allowed Hosts value for your application to your TeamDynamix Work Management URL
    1. In the AI & Automation Layer, in your Assist Agent Application, navigate to Assist Agent Configuration > Security
    2. In the Allowed Hosts box, enter your Work Management URL with the following format:
      • https://example.teamdynamix.com
  4. Publish an initial version of your Assist Agent Application
    1. In the AI & Automation Layer, in your Assist Agent Application, navigate to the Publish page
    2. Click Publish to create the initial version
    3. In the popup form, enter a Name for the version (i.e. Basic version with tickets and KBAs)
    4. Click Publish
  5. In TDAdmin > Organization Settings > TeamDynamix Automation Settings
    • Integration Settings
      1. In a separate tab, open the AI & Automation Layer > Administration > Service Accounts.
      2. Copy these credentials from the service account that you created in step 7.1
        • Account ID → paste into Customer ID
        • Primary Secret Key → paste into Secret
      3. Click Save.
  6. In TDAdmin > Applications > {{ your ticketing application }} > AI & Automation > AI Assist Settings
    1. Check the box to Enable AI Assist
    2. Assuming you have configured steps 7.1-3 correctly, you will see a list of Agents in the Agent dropdown. Pick the agent to use for this application.
      ** It may take up to 5 minutes for your agent to show up in this dropdown
    3. Optionally, select a specific published version of the agent to use. If unsure, leave this as the default.
  7. Click Save to activate the Ticket Assist Agent

 

Step 8: Configure Permissions for Technicians to Use Your AI Ticket Assist Agent

In order for your technicians to use the AI Ticket Assist Agent in Work Management, they will need to have permissions assigned to their global security role which allow them access. Follow the steps below to activate these permissions.

  1. In TeamDynamix Work Management TDAdmin, navigate to Users & Roles > Security Roles and select the role that you would like to grant permissions to. Click the name of that role
  2. In the window that pops up, scroll down to the TeamDynamix Integrations section and check the box next to the permission View & use the embedded ticket assist agent
  3. Click Save to apply the permissions

** Note: your technicians will have to log out and log back into the Work Management application in order to have these permissions take effect

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