AI Support Task user guide

\# written by eugene gursky | last published at december 04, 2025 \# # overview the ai support task functionality enables users to submit support requests with the assistance of ai technology to help clarify support requirements, automatically categorise tasks, and assign appropriate priority levels and responsible team members the ai assistant interacts with users through a conversational interface, asking clarifying questions when needed to ensure all necessary information is captured before creating a support task by leveraging ai capabilities, the system reduces the time spent on initial task setup whilst ensuring that support requests contain sufficient detail for the support team to action them effectively the ai analyses the user's description, may request additional information, and then suggests appropriate task properties \# prerequisites ai support task functionality is only available to users who have a corresponding access right on support system, if you cannot access the ai support task menu, please contact support team to request the appropriate permissions \# accessing ai support task navigate to support >> ai support task \# creating an ai support task \# step 1 open the ai support task form when you access the ai support task menu, a new task form opens with the following fields/tab project field select the support project related to your enquiry; short description field describe your support request or enquiry; attachments tab optionally attach files or images to provide additional context; \# step 2 select your project (optional) in the project field, the system will only show you projects that are associated with your organisation, with the option to select only if your user is configured to be able to submit support tasks on behalf of multiple companies in most cases the project field will be prepopulated and readonly \# step 3 provide a short description in the short description field, enter a detailed description of your support request this field is required consider including what you were trying to accomplish; what issue or error you encountered; steps to reproduce the issue (if applicable); any error messages received; expected versus actual behaviour the more detail you provide, the better the ai can understand your request and assign it appropriately \# step 4 add attachments (optional) if you have screenshots, documents, or other files that help illustrate your support request, you can attach them click the attachments tab add your files using the attachment interface the ai system can analyse image attachments (png, jpg, jpeg, gif, webp formats) to gain additional context about your request, so if needed you can refer to attachments in your task description \# step 5 validate to ai once you have completed the required fields, click the validate to ai button this sends your description to the ai assistant for analysis \# step 6 respond to ai questions (if applicable) after validation, the ai may respond in one of three ways request clarification the ai may ask you additional questions to better understand your request dynamic question fields will appear on the form where you can provide answers provide task details the ai generates suggested task properties without needing further information indicate an error the ai may determine that your request is not erp related or requires modification as it's too short if the ai asks clarifying questions answer each question in the dynamic fields that appear below the short description; click validate to ai again to submit your answers; the ai may ask further questions or proceed to generate task details note the system has a limit on the number of clarifying questions the ai can ask (typically 2 rounds of questions, but this may vary based on your configuration) after reaching this limit, the ai will provide task details based on the information available and will not ask further questions \# step 7 review ai generated task details your original description and any answers to clarifying questions are combined into the short description field \# step 8 submit the task after reviewing the ai generated details, click the submit button to create the formal support task the form will redirect you to the standard task view where you can view all task details make any necessary adjustments add additional notes track the task progress once the ai has sufficient information, it will automatically populate the following task fields task name/title a concise summary of your request; internal type the categorisation of your support request; department the relevant department; task area the specific erp area or module; manager the product manager responsible for this area; assigned to the team member assigned to handle the task; priority the priority level of the task;