Configuring Ticket Classification

When you enable the ticket classification feature in Ivanti Neurons for ITSM, the application will automatically categorize the field recommendations from Ivanti Neurons for support tickets.

Currently, this feature is available in Incident business object only.

You can configure the ticket classification feature on your tenant by raising a Service Request to the Ivanti Operations team.

1.Log in to Ivanti Neurons for ITSM with the Administrator user role.

2.Click Configure Application to go to the Configuration Console.

3.Click Build > Global Constants to open the Global Constants window.

4.Set the EnableTicketClassification value to True.

5.Click Save.

1.From the Configuration Console, click Build > Business Objects > Incident to open the Incident Business Object.

2.Click the Layouts tab. The application displays a list of layouts.

3.Determine the layout to configure the ticket classification.

4.Open the layout. For example, select IncidentLayout.ServiceDesk for the Service Desk Analyst role.

5.Click formView or FormEdit to open the Form View Editor.

6.Select Enable Ticket Classification.

7.Click Edit Ticket Classification Settings. The application displays the Configure Ticket Classification for Incident "formView" layout dialog box.

Configure Ticket Classification for Incident "formView" layout

8.Modify the below field values for recommended field mapping.

•Triggered Field - Input to Neurons API to trigger the recommendations. In 2021.3 release, we must configure only Subject as the Triggered Field because the Machine Learning (ML) and Artificial Intelligence (AI) engine is trained based on the Subject field.

•Source Fields - Fields from Ivanti Neurons.

•Target Fields (Ivanti Neurons for ITSM) - Fields in Ivanti Neurons for ITSM to map the recommended field values. You can map Service, Category, SubCategory, RecommendedCategory, RecommendedSubCategory, RecommendedSubCategory, and Accuracy fields. For more information about Target Fields mapping, see Mapping Target Fields.

To avail default mappings for IncidentLayout.ServiceDesk and Incident Layout 0as shown in the above figure, raise a Service Request to the Ivanti Operations team.

9.Click the Add icon to add more fields.

10.Click Save.

Consider the following points for mapping Source Fields to Target Fields.

•If Source Fields "Service, Category, and SubCategory" are mapped to Target Fields "Category, Service, and SubCategory" and Target Fields "RecommendedCategory, RecommendedService, and RecommendedSubCategory" are not mapped, then the application will automatically fill the recommendations in the form. However, the application will not display the"Ivanti Neurons AI recommendations applied" label and the Apply Ivanti Neurons AI recommendations button.

RecommendedCategory, RecommendedService, and RecommendedSubCategory fields mapping determines the visibility of the button and label.

•If Source Fields "Category, Service, and SubCategory" are mapped to Target Fields "RecommendedCategory, RecommendedService, and RecommendedSubCategory" and not to Target Fields "Category, Service, and SubCategory", then you must click Apply Ivanti Neurons AI recommendations to fill the recommendations in the form.

•If Source Fields "Category, Service, and SubCategory" are mapped to both Target Fields "Category, Service, SubCategory, RecommendedCategory, RecommendedService, and RecommendedSubCategory", the application will automatically fill the recommendations in the form and displays the label. If you override the recommendations, then application will display the Apply Ivanti Neurons AI recommendations button and you must click it to restore the recommendations.

•You should map the Source Fields to Target Fields as follows:

•Service > Service

•Category > Category

•SubCategory > SubCategory

•Category > RecommendedCategory

•Service > RecommendedService

•SubCategory > RecommendedSubCategory

•model_probability > Accuracy

Any changes in the above mapping will result in a failure of the ticket classification feature. For example, you should not map Source Fields "Category" to Target Fields "Service" or Category to RecommendedService.

When mapping ensure to add Service field first and then the Category field since Category is dependent on Service.

You can generate the training data as a CSV file to train the ML and AI engine.

1.Log in to Ivanti Neurons for ITSM.

2.Open the Incident workspace.

3.Click More >Form Actions > Export to export the CSV file.

Make sure to export the field values such as Subject and at least one of the fields (Category, Service, and SubCategory) to train the ML and AI engine. If you provide only one type of field value (For example, only Subject) in the training data, then the ML and AI engine will only predict that field.

If a Service/Category/SubCategory field value in Ivanti Neurons is deprecated, updated, or no longer used, you must train and deploy a new model without it.

If you export ActualService, ActualCategory, and ActualSubCategory fields, you must rename them to Service, Category, and SubCategory to match the field prediction.

See Using Ticket Classification Feature for use cases.