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
().
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.
Let the Scheduled Item run as scheduled; running it by using
the
Test button in the Scheduled Item Manager
won't work.