The Machine Learning
mApp®
Solution
contains a machine learning model, supplemental Incident form, expressions,
scheduled item, and associated
One-Step™
Actions.
To configure the Machine Learning
mApp Solution:
- Determine who in your organization will act as machine learning
subject matter experts (SMEs) for reviewing the service classification
predictions. This could be higher-level service technicians or managers.
- Place the
Verify Incident Confidence,
Reclassify Incident for Confidence, and
Re-Predict Classification links on your
Incident Overview form. These fields are available in the Machine Learning
Supplemental form included with the
mApp Solution file.
- Set view and execute permissions for the
Verify Incident Confidence and
Reclassify Incident for Confidence links on
the Incident form.
- Set view permissions for the Machine Learning dashboard.
- Publish the .mApp Blueprint.
Create a Scheduled Item to run the machine learning
model.
- Set up the Scheduled Item. For detailed instructions on Scheduled
Items, see
Create a Scheduled Item.
- Provide general and schedule information for the Scheduled
Item.
- On the
Action page, select
Train Machine Learning from the
Action menu.
- Select the ellipsis button by the
Machine Learning Training Configuration
field to open the Machine Learning Manager.
- In the
Association field, select
Incident.
- Double-click the
Incident Subcategory machine learning
model.
- For the
Training Query, select
Total Incidents and Requests with High
Confidence
().
Note: Before you run the first training scenario, review
outstanding tickets to classify them as high confidence or add a condition to
the search to include any items you want in the training group.
The configuration details autopopulate.
- Allow the included Scheduled Item to run.
Note: Let the Scheduled Item run as scheduled; running it by using
the
Test button in the Scheduled Item Manager
won't work.