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To enable AI Auto Email, create the following columns in the AI Logs lists:
AI Logs List
The AI Logs list is used to store explanations of AI-generated auto email responses. Each entry in this list is linked to a specific ticket, making it easy to track how and why the AI sent a response.
Go to the Helpdesk site -> Site Contents -> Create new AI Logs list -> List Settings -> Create below columns:
Go to the Helpdesk site -> Site Contents -> Create new AI Logs list -> List Settings -> Create below columns:
Column Internal Name |
Column Display Name |
Column Type |
RelatedTicket |
Related Ticket |
Lookup (Tickets List Title) |
Logs |
Logs |
Multiple lines of text |
LogStatus |
Log Status |
Single line of text |
Related Ticket: Connects the AI log to its related ticket in the system.
Logs: Stores a detailed explanation of why and how the AI sent an auto email.
Log Status: Indicates the outcome of the AI action, such as “Success” or “Failed”.
Configurations
Create below columns in ‘Configurations’ list.
Go to the helpdesk application ->Administration page -> Configure lists -> Configurations -> Create below columns:
Column Internal Name |
Column Dispaly Name |
Column Type |
AISettings |
AI Settings |
Multiple lines of text (Plain Text) |
Tickets
Create below column in ‘Tickets’ list.
Go to the helpdesk application ->Administration page -> Configure lists -> Tickets -> Create below columns:
Column Internal Name |
Column Dispaly Name |
Column Type |
AIWorklog |
AI Worklog |
Multiple lines of text (Enhanced Rich Text with append Changes enabled) |