Ticket Intelligence: Ticket Categorization UI Actions

[former_member350901]

Hi SAP Universe,

We have set up Ticket Categorization via Ticket Intelligence and the category is successfully predicted however we don't have the green ring beside the Incident Category field which it predicted. The Machine Learning guide indicates there should be such a feature but do you have to enable this? Please advise where this can be turned on.

green-ring.png

Thanks,

Vincent

[former_member298194]

Hello Vincent,

In order to see the green-ring, you would need to have trained and activated a model and turned on the automated prediction feature with a confidence threshold. (see Activate and Adjust Settings) Turning on the automated prediction feature will allow ML predictions that have a confidence score above the threshold set to be copied into the Ticket Overview screen, and these values will have the green ring.

If this is a production environment and you do not want such a behaviour to happen immediately, please activate the Solution Center facet to view the predictions. (See View Ticket Categorization Prediction)

[former_member350901]

Hi Phoebe

I have done all of this but the green ring does not appear.

Thanks for quick answer.

[former_member298194]

vincenthoang Then best to create a ticket! Hope you get your answer soon.