M42 Intelligence Actions Admin Manual

Toni Tolvanen
2024-03-27T06:33:01Z

Introduction

M42 Intelligence Actions (previously called Effie AI Summarizer) is a configurable, generative AI feature that helps agents extract information from data cards quickly, produce contextual high-quality text content with a single click, translate important content, or summarize ticket content for a specific audience. M42 Intelligence Actions comes with predefined use cases that can be easily configured to fit other use cases. It does not matter in which process you use M42 Intelligence Actions - it can be used with any template or process, such as Incident management, Change management, Problem management, HR service management, IGA solution (Identity Governance and Administration) etc.

M42 Intelligence Actions is an early-access feature first available in ESM 2024.1 that does not require a license in the 2024.1 version, but the Generative AI powering the feature requires a paid subscription. The subscription can be bought from Efecte or directly from the supported providers (OpenAI or Azure OpenAI). For trial access to Efecte GenAI, please contact your Efecte representative. The feature will be part of M42 Intelligence for Agents starting in 2024.2.

M42 Intelligence Actions is available in the new ESM Agent UI. It is available on all templates for which actions have been configured. Up to 1000 generated responses can be triggered in the early access phase.

View in the data card view, with M42 Intelligence Actions configured on the data card's source template.

When you click the M42 Intelligence button, you can see the actions configured in the M42 Intelligence Actions for that template.

Each button in the M42 Intelligence view represents a configurable Actions use case.

When the user clicks any of these Action buttons, the Action in the background is triggered with the following information:

The prompt defined for that use case as defined by admin (predefined or custom)

For example: “As an AI assistant for IT service desk agent, you are provided with data from a support ticket. Produce a summary of the ticket, including the following points … "

The context attributes as defined by the admin

For example, subject, details, internal comments, etc.

Note that all attributes used with M42 Intelligence require an attribute code.

If a user does not have permission to access a context attribute, the attribute's value is ignored in the system prompt that is sent to the large language model.

The purpose of M42 Intelligence Actions is to extract and process critical information from data cards to generate meaningful content for desired use cases, such as:

Summarize, for example, a ticket or an asset

Creating a new subject for a ticket

Creating content to be copied to a knowledge base article.

For IGA purpose it can be used for example suggesting friendly name and description for entitlements and business roles

This article will explain the necessary steps to enable M42 Intelligence Actions in ESM version 2024.1, utilizing Efecte GenAI, OpenAI, or Azure OpenAI integration. When Efecte GenAI is used, data is not sent outside Efecte Cloud.

Prerequisites

During the early access, you can have up to 5 configurable use cases that can be used up to 1000 times. In the 2024.2 release, the limits for several actions and number of uses can be removed with the M42 Intelligence for Agents license. The number of available requests is subject to your subscription with the chosen Generative AI provider.

Availability of default use cases

In the 2024.1 version, the default use cases are only available if your configuration has the same templates and attribute names as the baseline configuration. In 2024.2, the default configurations were brought available regardless of the used configuration.

In 2025.1, we are bringing a set of new default actions, that are used if M42 Intelligence Actions has not been used yet. The new Actions do not replace configurations, that were used already, so they are only available for new customers out-of-the-box. Existing customers can easily refer to this documentation to add more Actions to their configuration.

M42 Intelligence Prompt Management in M42 Professional

In M42 Professional both M42 Intelligence Writing Assistance and Actions behavior

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Step 4 - Test and adjust

Make sure you test the output of each use case with real-life data cards on the configured templates to make sure that the content generated makes sense for your use cases. Add more specific instructions to the prompts as you see fit.

Image Recognition Support

Image recognition is supported with M42 Intelligence Actions starting from ESM version 2025.2.

It is possible to upload PNG and JPEG images (from attributes with FileUpload handler), and use prompts to get output, such as image description, and use that in further conclusions and any output.

Can be used with following use cases:

Translations

Summary

Creating a resolution

Creating content for a KB article

Note

ONLY supported with OpenAI and Azure OpenAI at the moment.

If more data is attempted to be sent than what can be handled in the context window, all data is not considered in the response (max 5MB).

On Azure OpenAI, only gpt-4o supports files.

Two new platform settings. "ai.images.max.size.mb" controls the total max size of all images embedded to request and "ai.images.max.count" controls the total number of images in the request.

OpenAI's documentation - https://platform.openai.com/docs/guides/images?api-mode=chat

Localization of AI Configurations

The Localization feature allows administrators to translate the user-facing texts of M42 Intelligence configurations for Writing Assistance and Actions. This makes it possible for agents working in different languages to see the AI features in their preferred language.

Localization applies to the following configuration fields:

User title

Description

The Prompt instruction field is not localized. Prompts remain in a single language to ensure consistent behavior of the generative AI.

Localization Tab

A Localization tab is available in the M42 Intelligence administration interface.

The tab displays all Writing Assistance and Action configurations in a table format. Each configuration includes separate rows for:

User Title

Description

The table includes:

Unique name - Identifier of the configuration

Text type - Indicates whether the row represents a User title or Description

Feature - Shows whether the configuration belongs to Writing Assistance or Actions

Language columns - One column for each supported language

Manage - Options for editing translations

The list of available languages is determined by the platform setting languages.translation.support.

Language names are displayed in their native form (for example Deutsch for German or Suomi for Finnish).

Default Language

The system’s default language is defined by the platform setting language.

Existing configurations are automatically treated as default language configurations. If a translation is not available for a specific language, the system automatically falls back to the default language text.

Administrators can also modify the default language text directly from the localization interface.

Managing Translations

Translations can be edited by selecting the edit (pen) icon in the Manage column.

This opens the Edit-window for that specific translation:

When editing a configuration, administrators can:

Provide translations for all enabled languages.

Update the User title and Description.

Modify the default language text if necessary.

If a translation is missing, the system displays the default language text until a translation is added.

The Filter field in the top right corner allows administrators to quickly locate configurations by searching for identifiers or translated text.

End-User Experience

When agents use the Agent UI, the titles and descriptions of M42 Intelligence Actions and Writing Assistance features are displayed in the language selected in the user profile.

If a translation is not available for the user’s selected language, the system automatically displays the default language text.

Localization support is currently available only in the Agent UI.

Troubleshooting

Problem: Responses cut short

If responses generated by the generative AI are cut short, a workaround is adding a limitation to the response size. This can be done by prompting, for example: “Limit the response to 1000 characters”.