0
7.0.0
Yokohama, Xanadu Patch 2, Xanadu, Washington DC Patch 3, Washington DC, Vancouver Patch 6
- Predict and recommend the incident field information to help with incident categorization and reduce the handle time for agents and increase productivity.
- Surface similar incidents, similar open problems and similar open change to reduce resolution time.
- Define the purpose, set the prediction preferences and behaviour, train with your data, and deploy the solution model for predicting and recommending incident fields and/or similar incidents, similar open problems, similar open change.
- Track and monitor the performance of the deployed incident categorization models.
- Edit the deployed model based on the performance results, train and deploy the model again.
Incident prediction model
- Set up and deploy your incident prediction model to predict incident fields and help with incident categorization.
- Set up and deploy a similarity model to suggest similar incidents, similar open problems and similar open change to help reduce resolution time.
Monitoring and analytics
Track and view the impacts of your Task Intelligence categorization models. Monitor and analyse your model performance overtime, view the total number predictions, number of predictions your agents did and didn't use.
Editing and redeploying the model
Based on the model performance and impact, edit your model, train the model again and redeploy the model for better performance.
- New
- Updated the existing Task Intelligence template to be generic to surface similar problems and similar change requests along with similar incidents
- Introduces new page "Define the purpose" to select the prediction and training tables for similarity models
- Ships a new model out of the box to suggest similar open problems for incident
- Ships a new model out of the box to suggest similar open change requests for incident
- Support for defining conditions on training table for similarity models
- Changed
- Fixed
- Removed
Required plugins and products
- Task Intelligence Admin Console
- Advanced Recommended Actions for ITSM