Edit Platform Settings

In the Edit Platform settings view, you can examine and manage the ESM platform settings. The work area displays categorized list of the currently defined ESM platform settings.

The Filter field at the top of the work area can be used to quickly search for a desired platform setting. New platform settings can be added by typing the corresponding data into Name and Value fields at the bottom of the work area and clicking the Add new setting button.

Some platform settings can be disabled. This is done by selecting the checkbox in front of them. Platform settings can be reset to default value by clicking on the blue arrow at the end of the modified setting entry. Self-created platform settings can be deleted by clicking on the red cross at the end of the setting entry.

Run System Check

Runs tests of the system. These are mostly integrity tests that reveal incorrect configuration.

The tests check the following items:

• Templates with same name – You can view templates with the same name and change them. Click Edit template.
• Templates with same group ordering – You can view templates with the same group ordering and change them. Click Edit template.
• Templates with duplicate attribute codes - You can view templates with duplicate attribute codes and change them. Click Edit template.
• Missing group attribute codes – You can view and generate all missing attribute codes at once. Click Generate all missing attribute codes and the codes are generated.
• Unused attributes and classes - You can view and remove unused attributes and classes. Click View and remove unused elements. Note that they cannot be undeleted once removed.
• Misplaced data cards – You can view and move misplaced data cards back to the original folders that are specified in their templates. Click View and move data cards.

Export Configurations

Exports ESM configurations in XML format and compresses it to a zip archive. The exported parts of the configuration can be selected. Available parts are:

•  Templates
• Folders
• Roles
• Users
• Reports
• Dashboards
• Schedulable tasks
• Platform settings (doesn't include ESS2 settings)
• Workflows
• Export template translation to separate files - if selected, then template translations are sent to separate files, otherwise they are included in the normal export files.
• ESS2 configurations
  • Settings (includes ESS2 Platform, General, Search and Homepage settings)
• Configuration files
  • Applocatopm server configurations
  • Customized action mappings
  • Customized presentation texts
  • License files  

There are certain restrictions about selections: if you want to export users or roles, you must export the folders too. Data cards of the system will not be appended on the generated file. ESM configuration files which are included in the exported archive can also be selected. Certain system setting values - such as database and mail server users and passwords - can be removed from exported files. These values are defined in the system settings called export.filter.rules.resinweb, export.filter.rules.tomcat.context, export.filter.rules.tomcat.server and export.filter.rules.framework.

Tip: When exporting users, passwords are not included in the export (the password is empty for all users). When exporting and importing users, e.g. into another system, the easiest solution is to create a password for all users directly in the moved database.

Import Configurations

Imports the configurations file generated by “Export Configurations” to the ESM system. It is recommended to only import the configurations to an empty system. This means there should not be any templates, folders or administrators in the system where the configurations are imported.

Uploading a Custom Company Logo

Efecte admin can customize the front page of ESM by uploading a logo. The logo must be in PNG-format and the file size must be below 5 MB. The image size will be automatically scaled to fit the header.

The logo indentation can be adjusted by changing the value in “Logo indentation (px)”. This helps to make logos with tight paddings fit visually better to the header.

For uploading the custom company logo to ESM, the Efecte admin must navigate to ‘Administration’ > ‘Maintenance’ > ‘System settings’ and select “Customize user interface”.

Workspace UI Customization

It is possible to customize the colors and other properties of the following parts of the Workspace UI:

• Header bar
• Navigation panel
• Workspace

In order to customize the UI go to ‘Administration’ > ‘Maintenance’ > ‘System settings’ and select “Customize user interface”.

Each part of the UI includes several components that can be customized in terms of color. There are previews on the right-hand side for the UI components. This makes it easier to see the impact of the changed color. Examples of customizable components includes backgrounds, buttons (including icons and texts colors inside of buttons) highlights, texts, and links.

To change the Favicon, click on the Browse-button. The same favicon is used for both Classic and Agent UIs.

Dark mode settings can be used to use the same default logo for both the light and dark mode, by clicking “Use Default logo for Dark mode”. If the setting is not turned on, then logo for dark mode can be changed by uploading the new one by using the Browse-button.

By selecting a color from the color palette, entering a RGB code, entering a hexadecimal color value, or entering a HSL code, the administrator can tailor the user interface for each UI element:

Custom colors are used in the Classic and Agent UI when user has Default Theme selected. Dark mode does not support custom colors.

The alignment of the Global search can be toggled between “Left” and “Centered”:

The behavior of the texts in the navigation panel can be customized by using the platform setting navigation.line.breaks. This setting defines whether role names, view names, view folder names and data card folder names in the left-hand navigation panel should be split to two lines, or not.

Main view's colors can also be customized for both Classic and Agent UI.

Enabling Data Card Collaboration - Swarming

It is possible to enable a mode of operation that allows several users to “work” on a single data card at the same time. Users can see in this mode all other users that are viewing the data card currently as abbreviation of their first name and second name. The user editing the data card can also be recognized through the inverted colors. If the value of the data card changes, through action from the user editing the data card, then the content will be automatically updated in the browser windows of the other users in the time interval identified in the platform settings. The other users viewing the data card will also see a notification. Stealing the edit right from another user is possible.

This mode can be activated with platform settings. The platform setting changes the behavior of ESM in all templates.

The platform setting entity.ui.poll.interval must be changed to activate this capability. The default polling value is 0 seconds. The recommended polling value with this feature is 5 seconds.

NOTE: The continuous polling of data will create an additional workload for the platform impacting the performance. Therefore, it is recommended to use this feature only after consideration of the performance impact based on the usage pattern of the Efecte platform.

Effie AI settings

All Effie AI related admin settings are located here.

For in-depth instructions about the Effie AI products, see the Effie AI Guides.

Effie AI Email

Effie AI Email is used to help agents complete and generate emails from context of the email, template and attributes chosen.

Current token limit is 400.

To start a trial of the Effie AI Email, click on the “Start Trial” button:

To continue, the terms and conditions must be accepted, Click on “Accept” if you accept the terms and conditions and want to start the trial.

Status

Only shown if this feature is offline.

Usage

General usage information is displayed here. Example:

Provider selection

• Enable Effie AI Email: Enable of disable the Effie AI Email feature.
• Select Generative AI provider: Select the provider which Effie AI Email uses for AI functionality. The options are: 
  • Efecte GenAI
  • OpenAI
  • Azure OpenAI

Provider configuration

• Reset to defaults - Reset all provider configuration values to default.
• AI provider completion API URL - Set the endpoint for AI-based text completion requests. AI text completion is designed to continue or finish a piece of text based on the initial input provided.
• AI provider generation API URL - Set the endpoint for AI-based text generation requests. AI text generation is used for creating new text content from scratch or minimal prompts, without the need for a human to write initial sentences or paragraphs.
• AI provider health check API - URL used to monitor and verify the AI services operational status.
• AI provider API password - Password used to authenticate access to the AI provider's API. 
• Allow language selection for AI features -  Whether or not language selection is allowed for the AI generated content.
• Prompt instruction for Generate email response -  Scenario description sent for the AI to generate an email response.
  • Default instructions are: Act as an IT support service desk agent. You might be provided with the ongoing email conversation and with the data about the support ticket agent is working on. Using provided data, generate a polite email response. Use short and concise language. Avoid too much courtesy.
• Prompt instruction for Correct email response - Context for the AI to assist the agent in improving and refining their email responses. 
  • Default instructions are: Correct and improve this agent response to the user.  
• Prompt instruction for Complete email response - Context for the AI to help the agent complete their sentences.
  • Default instructions are: Act as an IT support service desk agent. You might be provided with the ongoing email conversation and with the data about the support ticket agent is working on. You will be given text selection (sentence or paragraph) you need to complete using formal and respectful language. Return completed text.
• Allow agents to include email conversations as context for the AI - If enabled, the email conversations are sent to the AI as context for the promtps.
• Choose templates where Effie AI Email can be used (up to 5 templates) - Choose the templates where Effie AI Email can be used.

Effie AI Summarizer

Effie AI feature that allows users to summarizer data card content, based on the configured use cases. These summaries help the users to understand what the ticket is about.

Current token limit is 400.

Effie AI Summarizer admin settings are located here.

Usage

General usage information is displayed here. Example:

Provider configuration

• Enable Effie AI Summarizer: Enable of disable the Effie AI Summarizer feature.
• Select Generative AI provider: Select the provider which Effie AI Summarizer uses for AI functionality. The options are: 
  • Efecte GenAI
  • OpenAI
  • Azure OpenAI
• AI provider API password - Password used to authenticate access to the AI provider's API. 
• Summarizer API URL - Set the endpoint for AI-based summarization generation requests.
• AI provider health check API - URL used to monitor and verify the AI services operational status.
• Save - Save any changes made to the provider configuration settings.

Use case configuration

Add use cases for the Summarizer.

Required information:

• Unique name (required).
• User title (required).
• Description (required).
• Prompt instructions (required).
• Template (required). 
  • The template where the Summarizer is enabled.
• Context attributes (required).
  • These are selected from the template above.

Effie AI Ticket

Effie AI Ticket helps ESM users to find relevant information and work more efficiently utilizing existing data.

Status

Show whether this feature is online or offline.

Enabled

Enable of disable the Effie AI Ticket feature.

Configuration Sets

Existing sets can be edited or deleted by clicking the Edit- and Remove-buttons:

Click on "New Set" to add a new configuration set.

Following fields are shown for the configuration set and must be filled when creating a new set:

• Template (required): Template used with the AI ticket.
• Search Attributes (required): Attributes used to analyze the context. One attribute must be set on the Required-field.
• Suggestion Attribute (required): Attribute used for suggestions and filtering.
• Copy Attributes: Attributes used for copying.
• Dataset Size (required): Dataset size, with the default value of 40. Can be adjusted for more accurate scores.
• Save/Cancel: Save the current configuration set or Cancel to dismiss all changes.