Field Configurations

What can be achieved from this module?

In this module, you can:

  1. Define allowlists and blocklists on predicted fields
  2. Enable/ disable field updation with Triage prediction
  3. Enable/ disable predictions to be sent as worker note recommendation
  4. Set a default value, if Triage does not make a prediction for the field.
  5. Define the field values on which overwriting should be allowed

Pre-requisites of this module

  1. Before proceeding for updating the field configurations, it is important to make sure that Triage model is actually trained and deployed on your org's production instance.
  2. If there are two or more than two, models deployed for your org, multiple field configurations needs to be done corresponding to each predicted field.

Steps to configure

  1. Input the Field Name. This is the name of the triage field we're predicting. Select from below:
    1. Assignment group = assignment_group
    2. Category = category
    3. Sub Category = subcategory
    4. Business service = business_service
    5. Service Offering = service_offering
    6. Configuration item = configuration_item
    7. HR Service = hr_service
    8. Components = components
    9. Call Type = call_type
  2. Select the Ticket Type . This correspond to the type of tickets we’re intercepting for prediction. E.g. Incident, Call, Default.
  3. Select the appropriate Route.
    1. TICKET = This is used for triage by polling existing tickets. These tickets can be created through any source (in or out of the bot).
    2. BOT = This is used to triage before ticket creation. The predicted value is determined before the initial create_ticket payload is submitted. This means that it is only applicable to tickets that are created through the bot and no other source.
  4. Select the Integration ID from the dropdown. This is the integration id for the ITSM system. For eg. If Triage is running on Service Now ticketing, choose the integration ID corresponding to the Service Now.
  5. Tick Enable Triage if you want to make the predictions live on Production. Keeping this unchecked, will make the Triage model in the dry-run mode.
    Important Note: This is the key switch for enabling Triage and actual routing/ prediction of the tickets.
  6. Tick Send As Update. If checked, Triage should update the field with its prediction. Will only work if Triage Enabled = True
  7. Send As Recommendation: Selecting this will not actually update the field, rather will send the prediction as a worker note. This will only work if Enable Triage = True
    Important Note: Either this or Send As Recommendation must be checked for triage to trigger on a ticket.
  8. Input the Start Date for internal analytics:If unspecified, then analytics dashboard will not show any results for Triage. The format should be YYYY-MM-DD.
  9. Select the mapped field. This field is used to classify the route within data analytics. There are 3 values that can be set and it is NOT tied to the name of field that is being triaged. Think of it as a description of the purpose of triaging the field.
    The 3 options are:
    1. call_type - Determine which type of ticket should created. In most cases, this should not be configured and is used for the default, out-of-the-box model which determines whether a user’s utterance should create a request vs. an incident.
    2. assignment_group - The purpose of this model is to route the ticket to the right party. For example, a business_service model could be of this type because there could be a ServiceNow rule that ties assignment to the business_service.
    3. category - The purpose of this model is to categorize and label tickets appropriately. For example, adding a specific label to a ticket will not change who the ticket is assigned to.
  10. Before we proceed to defining the Allowlists & Blocklists, let's understand do they mean?
    1. Predicted Value Allowlists: It is an additional filter for predicted values returned by TriageService. By adding predicted values in allowlist, only entered values will be accepted.
    2. Predicted Value Blocklists: It is an additional filter for predicted values returned by TriageService. By adding predicted values in blocklist, only values outside of the blocklist will be accepted.
  11. Configuring Allowlists & Blocklist
    1. Select Predicted Value Allowlist or Predicted Value Blocklist
    2. Click on +
    3. Input the field value (say, if you want to blocklist an assignment group named "service_desk", input the assignment group value here)
    4. Input more values by clicking on +
  12. Define Values to overwrite: By defining these, Triage predictions will be allowed to overwrite these values.
    If unspecified, Triage will only overwrite the field if the field is empty.
  13. Define the Default Value. This is optional. This is useful when you would like to provide a default value, in case Triage is not able to make a prediction for the field.
  14. Click Submit.

With these steps, you would be able to successfully make Triage field configurations.