Beginning with release 18.0, Issuetrak offers AI article summarization. When enabled, this feature allows agents in your site to click a "Summarize" button to have a brief summary of the issue they're viewing appear in a text box at the top of the issue.
When an agent clicks on Summarize, Issue Summarization gets to work by sending the issue description, notes, timestamps, issue submitter, and note creator to the AI provider.
This feature requires that you have AI enabled and configured in your site.
Activating AI Summary
You can enable the AI Summary feature by doing the following:
Steps:
- Click the gear icon in the top right to open the Settings lightbox, then click on AI Settings.
- Click on the AI Summary tab.
- Toggle AI Summary.
- Click Save.
The "Summarize" button will now appear for your agents when they view an issue. It is ready to be used.
Prompt Configuration and Tweaking
While not strictly necessary, further configuration can help you fine-tune how AI summaries are built. You can heavily influence the formatting, tone, verbosity, and even the persona that the summaries take on.
What does the configuration look like, though?
Steps:
- Click the gear icon in the top right to open the Settings lightbox, then click on AI Settings.
- Click on the AI Summary tab.
- The first 3 settings on the AI Summary tab have explanations on-screen, which we will duplicate here:
- Max Context Tokens - Maximum issue text sent to the AI at once (a token is roughly 3/4 of a word). Larger issuessesisses are automatically split into chunks and summarized individually.
- Max Output Tokens - Maximum length of the summary (a token is roughly 3/4 of a word). This acts as a safeguard to stop the AI if it becomes overly wordy or repetitive.
- Minimum Chunk Size - The minimum chunk size when splitting the issue into chunks to summarize individually. If the issue has to be split into smaller chunks than this, the summary will cancel.
- Expand and inspect each of the prompt textboxes.
- You can choose to edit any of the prompts by clicking the pencil icon above its respective textbox.
- You can revert a prompt to the "stock" verbiage by clicking the back arrow icon above its respective textbox.
- You can cancel your changes to any of the prompts by clicking on the X icon above its respective textbox.
In the next section, we will go over what each of the prompts do to influence the output of an issue summary.
System Prompt
This provides the "identity" and core instructions provided to the AI model. It tells the model how to behave and defines the rules that apply to every summary, such as the timeline and table formating.
Outside of this prompt, Issuetrak automatically marks where the Issue data begins and ends when it is sent to the AI, and adds rules telling the AI to treat that data as content to summarize, not instructions to follow. These protections against "prompt injection" are built in and cannot be removed by editing this prompt.
You can use {issue} or {issues} anywhere in your text, and they will be automatically replaced by your custom labels (e.g., "Ticket").
User Prompt
This contains the instructions the AI model follows when an issue is small enough to summarize in a single pass. It describes what the summary should cover; shared formatting rules come from the System Prompt, and protections against prompt injection are applied automatically.
You can use {issue} or {issues} anywhere in your text, and they will be automatically replaced by your custom labels (e.g., "Ticket").
First/Middle/Last Multi-Part Prompts
These prompts are used only when the Issue is too large to send to the AI model all at once. The system divides the issue into multiple smaller parts and uses these instructions to "pre-summarize" each part.
- First: Focuses on the initial report and early actions.
- Middle: Summarizes the ongoing progress in the middle of the issue.
- Captures the final actions in the issue.
You can use {issue} or {issues} anywhere in your text, and they will be automatically replaced by your custom labels (e.g., "Ticket").
Combined Multi-Part Prompt
This contains the final set of instructions that the AI model follows to merge the individual "chunk" summaries into a single, cohesive Issue summary, ensuring the final output is consistent and removes any redundant information.
You can use {issue} or {issues} anywhere in your text, and they will be automatically replaced by your custom labels (e.g., "Ticket").
