BEFORE YOU BEGIN  Navigate to Admin > Kaseya Intelligence > AI Readiness and verify that your subscription tier includes automated AI suggestions (Ultimate, Kaseya 365 Ops, ITSM+, or Kaseya 365 ITSM).

To inspect and apply AI-recommended descriptions one item at a time, complete the following steps:

1. Go to Admin > Kaseya Intelligence > AI Readiness.
   
2. Select the Queues or Priorities tab.
   
3. Click any row displaying a Needs Improvement or Bad badge to open the Action Pane.
   
4. Review the Current Description alongside the AI Suggestion and guidance notes.
   
5. Perform one of the following actions:
   • Click Accept & Next to replace the current description with the AI suggestion and advance to the next item.
   • Edit the suggested text directly in the box, then click Save & Next.
   • Click Append to add the suggested text to the end of the existing description without overwriting it.
   • Click Generate with KI to regenerate a new prompt suggestion.
   • Click Ignore if you prefer to keep your existing configuration as-is.

The accepted description is saved to the entity in Autotask, an audit record is logged, and the Data Maturity Score ring updates reactively.

BEFORE YOU BEGIN  Verify that auto-fixable suggestions are available (indicated by the "N auto-fixes ready" counter in the summary ribbon).

To bulk-apply high-confidence suggestions across an entire entity category, complete the following steps:

1. Go to Admin > Kaseya Intelligence Settings > AI Readiness.
   
2. Open either the Queues or Priorities tab.
   
3. Click Accept All Suggestions located above the entity table.
   
4. In the confirmation modal that appears, review the count of high-confidence descriptions (≥ 75% confidence) that will be updated.
   
5. Click Confirm and Apply.

Autotask updates all eligible entity descriptions simultaneously, records the changes in the audit log, and recalculates your overall Data Maturity Score.

BEFORE YOU BEGIN  Applicable to subscriptions on Essentials, Premium, and standard ITSM packages.

To manually evaluate your configuration quality without an automated AI license, complete the following steps:

1. Go to Admin > Kaseya Intelligence > AI Readiness.
   
2. Click Scan Configuration.
   
3. Review your generated Data Maturity Score and the list of flagged Queues and Priorities.
   
4. Click into flagged items to review the specific gap criteria (such as missing scope, brevity, or lack of business consequences).
   
5. Manually update your Queue and Priority descriptions under Admin > Features & Settings > Service Desk using the displayed rubric guidelines.

You can re-scan your configuration at any time without usage limits or per-scan metering fees.

No. The AI Readiness Hub is strictly non-blocking.

You can activate and run Smart Ticket Triage regardless of your current score. However, maintaining a score of 75% or higher is strongly recommended to ensure the AI classification engine accurately interprets routing intent and avoids misclassifications.

No. All configuration updates require explicit administrator approval.

The tool operates strictly on a human-in-the-loop framework. No queue, priority, or field description is modified until an administrator clicks Accept & Next, Save & Next, or explicitly approves the Accept All Suggestions confirmation dialog.

Descriptions are scored across Structure, Clarity, and Robustness.

The engine measures each description against standard ITIL and MSP operational formulas:

• Structure: Follows the required formula (Queues: Work Type > Inclusions > Explicit Exclusions; Priorities: Impact > Scope > Urgency > Consequence).
• Clarity: Unambiguous differentiation from sibling queues and priorities.
• Robustness: Minimum of 100 characters in length and provides meaningful operational context rather than simply repeating the entity name.

Evaluation is change-triggered in automated tiers.

For automated tiers (Ultimate, K365 Ops, ITSM+), the specialist automatically scans and updates scores whenever an administrator creates or edits an entity. There is no recurring scheduled background job or timer.

The AI Readiness Hub displays only active queues that are configured for Ticket Triage assignment eligibility.

To avoid clutter and focus your efforts on operational triage, queues not designated for ticket assignment in Ticket Triage settings are excluded from the hub. If no queues appear, check your Ticket Triage configuration to ensure assignment queues are selected.

Autotask displays an Unsaved Changes modal prompting you to Save & Continue, Discard, or Cancel.

While moving between tabs and items within the AI Readiness Hub, your edited descriptions are safely cached with an amber pencil icon. However, if you attempt to leave the page, refresh the browser, or close the tab, an alert displays: You have [x] items pending review. Are you sure you want to exit? Doing so will lose any unsaved data. You can click Save & continue to commit your staged changes, Discard changes to abandon them, or Cancel to remain on the page.

Yes. Every descriptor update is recorded with a timestamp, resource ID, old and new values, and change origin.

The audit logging system identifies the origin of each modification as: auto-applied by AI (accepted via bulk auto-apply), accepted by administrator (individual acceptance of an AI recommendation), or edited by administrator (manual text edit). This metadata supports troubleshooting and ensures complete administrative accountability.