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Agent Intelligence for Incident Management

Agent Intelligence for Incident Management

Use the default Agent Intelligence records as templates to create Incident Management-specific solutions.

Solution definitions

These solution definitions are available as templates on instances where both Agent Intelligence and Incident Management are active. Create your own solution definition records to customize the behavior.

Table 1. Solution Definitions for Incident Management
Solution Definition Description
Incident Assignment Predicts the Assignment group field from the Short description.
Incident Categorization Predicts the Category field from the Short description.

Business rules

These business rules are available on instances where both Agent Intelligence and Incident Management are active. Create your own business rules on the Incident table to customize prediction and reporting behaviors.

Table 2. Business rules for Incident Management
Business rule Table Description
Default Incident Based Prediction Incident Generates prediction results for active Incident Management solutions. Shows prediction results in an information message to users with the itil role. Runs when an incident record is inserted. Only updates the output field with a predicted value if it has not been previously set to a value different from the default value.
Update Prediction Results Incident Updates the solution precision and coverage statistics. Runs when an incident record is closed.
If your instance is running on Kingston and you are upgrading to the London release:
  • The Default Incident Based Prediction business rule is replaced with the read-only Incident Based Prediction (Template). Make a copy of this business rule and customize it to reflect the specifics of your implementation and activate it.
  • In a global domain environment, use the new solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule.
  • In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization.
  • The business rule template now calls the applyPredictionForSolution() method to predict regardless of any changes to the default value.

You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas.