The Service Classification machine learning model uses the first
entry in the Description field to predict a service, category, and subcategory
for the Incident.
- When you create an Incident record, don't select a service
category and subcategory. Instead, enter a concise description in the
Description field and press
tab.
- The machine learning model included with this
mApp®
Solution
will generate its best guess at a Service Classification. If the Service
Classification makes sense, move on to the rest of the Incident record. If it
isn't correct, you can:
- Change the
Service Classification if it's incorrect.
You can manually change the Service Classification or SMEs can use the
Reclassify Incident for Confidence link.
- Enter more details in the
Description field, then select
Re-Predict Classification to trigger the
machine learning model to run again.