Field Heuristic Rule

With the Field Heuristic module you can define additional keyword-based rules for by-passing Triage predictions.


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.

Configuring Field Heuristic Rule

There are two sections within this module:

  1. Field Settings: In this section, you need to input key details around your model such as predicted field name, ticket types, routes and integration ID.
  2. Heuristics Rules: In this section, you can define the keyword-based rules to by-pass Triage predictions.

Field Settings

  1. Input the Field Name. This is the predicted field name. 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 Routes. These are the routes for which the triage field is configured.
  4. Choose the Integration ID. 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.

Heuristics Rules

  1. Click on Add
  2. Add the Rule. For eg. if you want to overwrite the predictions if the ticket description contains specific keyword or phrase, use the following rule:

    "" IF (LOWER(ticket.short_description) CONTAINS_ANY ["phrase 1", "phrase 2", "phrase 3"])

  3. Field value example: 2d2f8bbfdbcfec90daa3cf091396192c. Please note, you would require to make an API call on your respective ITSM to list all predicted field values and their corresponding Field value.
  4. Input a Name for the rule. If unspecified, a random name would be generated.
  5. Add the Reason for audit purposes.
  6. Add the Categories (Optional). Categories are used to convey high-level signal of what the rule is trying to do. Example: KEYWORD
  7. Click on Submit.

With these steps, you can successfully configure keyword-based heuristics rules for the Triage predicted fields.