Manage Column

This step describes how to perform the organization specific configurations of ticket data columns, used for ticket parsing and recommendation.

To manage the ticket data column, perform the following steps:

On the main menu bar, click Advance ConfigurationParameter, and then click Manage Column. The Manage Column page appears.
Figure 1. Manage Column
Select Module.
Figure 2. Manage Column (Cont.)

This lists the existing parameters used for parsing and recommendation in a tabular view for the selected organization. Users can also add a new configuration or delete the existing configuration.

Add Configuration

Users can add a new configuration in an organization by performing the following steps:

On the Manage Column page, select the data table from the Table list, and then select a Column from the selected table.
Figure 3. Add Configuration
Select Use for Parsing for enabling the current column to be used for ticket parsing.
Select Use for Recommendation for enabling the current column to be used for runbook recommendation.
1. Base holds priority over Secondary while performing the recommendation.
2. While recommendation processing, the columns for which Base is enabled will be considered first, followed by ones marked as Secondary.
Select Use for Assignation for enabling the current column to be used to fetch the assignment group from GenAI studio.
Click Save to save settings. A confirmation dialog box appears.
Figure 4. Add Configuration (Cont.)

This adds the new configuration and lists it in a tabular view.
Figure 5. Add Configuration (Cont.)

Delete Configuration

If the user no longer needs a certain configuration in an organization, it can be deleted from the environment.

To delete a configuration, perform the following steps:

On the Manage Column page, click icon to delete the configuration.
Figure 6. Delete Configuration
Click Yes to confirm. A confirmation dialog box appears.
Figure 7. Delete Configuration (Cont.)