Generating Documents from the Aisera Admin UI

The following use cases describe how you can generate documents from the Aisera Admin UI.

Use Case 1: Document Generation from SOR → Tickets Page

From the Knowledge Generation page, if a customer believes that there are other tickets (apart from the AI-suggested representative ticket) with better resolution steps for example, tickets resolved by a specific IT agent whose solutions are trusted they can open the relevant cluster, click the ticket icon on the right corner, and search for that specific agent. This will navigate them to the ticket details page, where they can review the ticket, add additional notes if the existing comments are insufficient, and then click the Generate Knowledge button to create a document from that ticket.

Use Case 2: Improve Low-Quality Tickets

As part of the Data Processing Funnel, we highlight tickets identified as low-quality. A human IT Service Agent can directly review this list from the Data Processing Funnel in the Knowledge Generation page, open any low-quality ticket, and add Additional Comments to improve the ticket quality. This eliminates the need to go back to the source system to update comments.

Human IT Service Agents can enhance the ticket directly within the Aisera Admin UI and either generate the document immediately, or allow it to be picked up in the next scheduled job run.

This streamlined approach reduces manual effort such as adding comments in the source system, adjusting data source queries to pull specific tickets, and waiting for ingestion to complete. Instead, you can directly enrich ticket data within the Aisera Admin UI to improve document quality.

When you select Generate Knowledge, the pop-up menu opens so you can select the Application Name and the Template to generate the document.

Application Names are associated with the Data Source (DS) from which the selected ticket originates, along with the Template selected.

Example 1:

Application ABC is linked to DS1 and DS2.

Application XYZ is linked to DS2.

If you select a Ticket from DS1, only ABC will appear in the dropdown menu.

If the Ticket is from DS2, both ABC and XYZ should be listed in the dropdown menu.

After the document is generated and mapped to an application:

• Remove that application from the dropdown to prevent duplicate generation.

• You are still allowed to generate knowledge for the other applications (if any) that use the same DS.

Example 2:

DS1 is linked to both ABC and XYZ.

You select a Ticket from DS1.

You choose ABC and generate the knowledge document.

On attempting to generate again for the same ticket, only XYZ is shown in the dropdown.

After generating for XYZ as well, since no other applications use DS1, the Generate Knowledge button is disabled.

After generation is complete, the acknowledgement message, Document has been successfully generated is displayed.

Use Case 3: Generated Document in the Side Panel:

When a document is generated for a specific application, the user can view it under ‘Generated Document’ along with the title in the side panel. When the user selects the corresponding application from the dropdown in the top-left corner, the related generated documents will appear.

The user can click on a document title to navigate to the Document Details page, where they can make updates and publish it as usual.

Limitations:

A browser refresh is required to view the ‘Generated Document’ in the side panel.

Once document generation for all the applications listed in the window is complete, the Generate Knowledge button remains active. A browser refresh is needed to disable this button.

This does not cause any functional issues or impact the user experience, but it can be slightly misleading since the button remains enabled even after all documents have been generated, users might assume that additional generation is still possible until they refresh the browser.

Additional Notes Field in the Tickets Page:

You can enter Additional Notes (as free text) before generating a document. This is useful when you want to generate a document but the existing comments are insufficient.

Instead of going back to the source system to add your comments and then re-crawl the ticket to ingest it into the Aisera GenAi platform, you can directly add the comments within the Tickets page and click Generate Knowledge.

Important Details:

• Additional Notes are Aisera-specific and will not be synced back to the your source system.

• The Additional Notes field is visible only to users who have user premission access to generate documents.

• If documents are generated for all applications/bots, the Additional Notes field becomes disabled.

NOTE: A Ticket is common across all applications. Therefore, even if a document has been generated for one application, the user can still update the Additional Notes and generate the document for another application.

Use Case 4: Refresh Button for Generate Knowledge Option:

As tickets undergo multiple updates (for example, when human IT Service Agents update tickets in the source system), you may not immediately see the latest information in the Aisera Admin UI unless you re-crawl the ticket.

If a you want to generate a document for a specific ticket, you must be able to view the most recent details, such as comments, to decide whether additional notes are needed before generating the document.

The Refresh option beside the Generate Knowledge button allows users to load the latest information for that specific ticket before proceeding.

NOTE: Refreshing is not mandatory before generating the document. From the backend, the system always uses the latest available ticket data for document generation. The refresh feature is simply for the user’s convenience to view the most up-to-date details before they geneate the document from single ticket.

This Refesh button will only be available if you have Generate Knowledge user permissions within your user role..