Using Ticket Classification Feature
Ivanti Neurons for ITSM can automatically categorize your service tickets by enabling the ticket classification feature. When you create a service ticket, the application will automatically fill the field recommendations such as Category, Service, and SubCategory from Ivanti Neurons.
To configure the ticket classification in the Ivanti Neurons for ITSM, see Configuring Ticket Classification.
Currently, this feature is available in Incident Business Object only.
Use Case 1 - An analyst creates a new incident:
1.Log in to Service Desk Analyst.
2.Open the Incident workspace.
3.From the toolbar, click New. A blank form is displayed.
4.Enter the incident subject in the Summary field. The application displays recommended field values in the mapped fields with the label "Ivanti Neurons AI recommendations applied". The recommended field values are triggered by keywords in the Summary field.
Recommended Fields
If the recommendations are not available, the application will not display the Apply Ivanti Neurons AI recommendations button and label. The application will also not display the button and label if Target Fields such as RecommendedCategory, RecommendedService, and RecommendedSubCategory are not mapped. For more information about recommended field mapping, see Mapping Target Fields section in Configuring Ticket Classification .
5.Modify the field values if you want to make changes. See Managing Incidents. Upon overriding any one of the recommendations, the application displays the Apply Ivanti Neurons AI recommendations button.
Override Recommendations
6.To accept the recommended field values, click Apply Ivanti Neurons AI recommendations.
7.Enter data in the remaining fields. See Managing Incidents.
8.Click Save.
If the incident is saved using recommendations, the Incident workspace displays the Is AI Recommendation? field value as True. Also, the application displays the RecommendedCategory, RecommendedService, RecommendedSubCategory, and Accuracy field values if you have added these fields in the List view. See Working with Lists to modify the List view.
Ticket Classification New Fields
Use Case 2 - An analyst modifies an existing incident:
1.Log in to Service Desk Analyst.
2.Open the Incident workspace. A list of incidents is displayed.
3.Open an incident to view its details.
4.To apply the recommended field values, click Apply Ivanti Neurons AI recommendations. Upon accepting the recommended field values, the application displays the label "Ivanti Neurons AI recommendations applied".
If the recommendations are not available, the application will not display the Apply Ivanti Neurons AI recommendations button and label. The application will also not display the button and label if Target Fields such as RecommendedCategory, RecommendedService, and RecommendedSubCategory are not mapped. For more information about recommended field mapping, see Mapping Target Fields section in Configuring Ticket Classification .
5.Modify the field values if you want to make changes. See Managing Incidents.
6.Click Save.
Use Case 3 - An end user (Self Service Mobile role) submits a ticket and an analyst modifies it:
1.Log in to Service Desk Analyst.
2.Open the Incident workspace. A list of incidents is displayed.
3.Open the incident submitted by the end user to view its details.
The application displays recommended field values in the mapped fields with the label "Ivanti Neurons AI recommendations applied".
When an end user submits a ticket, the application will automatically fill the recommended field values. For information on how an end user submits a ticket, see Service Requests and Incidents.
If the recommendations are not available, the application will not display the Apply Ivanti Neurons AI recommendations button and label. The application will also not display the button and label if Target Fields such as RecommendedCategory, RecommendedService, and RecommendedSubCategory are not mapped. For more information about recommended field mapping, see Mapping Target Fields section in Configuring Ticket Classification .
4.Modify the field values if you want to make changes. See Managing Incidents. When you override the recommendations, the application displays the Apply Ivanti Neurons AI recommendations button.
5.To accept the recommended field values, click Apply Ivanti Neurons AI recommendations.
6.Click Save.