Release Notes

New Features and Improvements

The new Resolution Helper feature for the AI Assist toolbar enables Agents to find knowledge base articles and similar tickets to the issue they are viewing at a glance.

You can read more details on this feature here.

New Features and Improvements

• All the strings that are displayed in the UI are now localized for the Summary, User Mood and Classification sections.
• Updated the Category Suggestions to display the first and the last item from the hierarchy instead of only the last two.
• Localization is now supported for the following languages:
  • German
  • Italian
  • Spanish
  • French
  • Polish
  • Portuguese

Bug Fixes

• In the Classification section, removing Impact and Urgency suggestions caused only the first suggestion for Category to be displayed.
• When selecting the User Mood section, the localized string for the Generating... message was not displayed.
• The symbols for Suggestions applied and Suggestions dismissed were inconsistent in the Classification section of the AI Assist toolbar.
• In the Classification section, if there were not enough characters in the issue to suggest a classification, the Suggestion dismissed message was displayed instead of the correct message informing the user that there were not enough characters. 
• In the Classification section, dismissing the suggestions one by one and then clicking Apply All would display a message that would state the suggestions were applied, even though no changes were actually made.
• The suggested sections were not correctly displayed in the Classification section.

Known Issues

You can read more details on each feature here.

New Features and Improvements

For Service Desk deployments, the AI Assist toolbar now enables you to use the following features when handling tickets:

• Classification, which generates automated category, impact, and urgency proposals for faster ticket management.
• User Mood, which uses sentiment analysis to facilitate tailored responses.
• Summary, which provides ticket summarization for streamlined processing.

Good to know

• The AI Assist toolbar is only available for Preview dialogs; Edit dialog support is in the works.
• Only the last 5 actions on a ticket are considered in the Summary.
• Dark Theme is not yet supported.
• Generate Summary provides the summary based on your ESM profile (UI) language setting
• Supported output languages*:
  • English
• Output languages that are coming soon:
  • Spanish
  • French
  • Polish
  • German
  • Portuguese
  • Italian

Known Issues

• The AI Assist bar closes when only one proposed value like Category or Impact is applied.

_{Please note that all Known Issues reported in past versions are still present in the current version unless explicitly stated differently.} 

You can read more details on each feature here.