Getting ready for Triage

Getting ready for Triage

In preparation for enabling Triage, one of the first steps is to train a supervised deep learning model. This involves feeding data to a machine learning algorithm to facilitate its learning process and enable it to make reliable predictions. The quality of the data used for training is very important. It is essential to ensure that the model is trained on good data, as training it with low-quality data could negatively affect its performance.

As a starting point, Triage models depend on data that includes specific fields and meets certain requirements, as outlined in the example below. Although there may be minor differences in naming conventions based on the ticketing system utilized, the fundamental requirements remain consistent across systems.

While exceptional cases may require additional fields, the following set of fields is generally adequate for the majority of models.

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Triaging between Incident and Request

If you are using a model to triage between Incident and Request, this does not require feeding data, and can leverage Global Moveworks models.

Desired Output: A .csv with the following columns -

• Data Column, e.g. ticket_id
• Example, e.g. INC123456