Administer > Administer the Service Management > Smart Analytics settings

Smart Analytics settings

Service Management provides default settings for Smart Analytics. To customize the settings of Smart Ticket and Smart Search, from the main menu, select Administration > Configuration > Smart Analytics Settings.

You can edit the following settings:

Smart Ticket

Create a Smart Ticket task

You need to create new Smart Ticket tasks to best reflect your business needs.

To create a Smart Ticket task, follow these steps:

  1. Click New. The system opens a NEW TASK window.

  2. Complete the following settings:

    Field Description
    Module name

    Select a module name from the drop-down list.

    In this release, the only option is Request.
    Predicted field

    Select a predicted field from the drop-down list.

    In this release, the options are: Offering, ActualService, ITProcessRecordCategory, and PersonGroup.
    Training sample query

    (Optional) Specify a sample data query, through which you can decide what kind of data that you want to use as sample data to teach Smart Analytics to build the intelligence out of your large data volume.
    Predicted field query (Optional) Specify a query, through which you can decide what kind of value that Smart Analytics learns for the Predicted field. For example, if you select Offering in the Predicted field, you can use this query to define which offering items will be learned by training the sample data. The system will automatically fill the offering items for a new request according to its issue description.
    Content fields

    Select a content field from the drop-down list. Smart Ticket will predict and automatically fill the predicted field for a new request according to the Content fields settings.

    In this release, the only option is description.
    Entitlement fields

    Specify the fields, through which Smart Ticket can automatically fill the predicted field according to the requestor's permission definitions.

    In this release, the system automatically defines the entitlement fields according to the Predicted field settings.
  3. Click Save.

Edit a Smart Ticket task

To edit a Smart Ticket task, follow these steps:

  1. Double-click a Smart Ticket task, and then review the general information of the task.

  2. Click the Configurations tab to update the settings.

    In addition, you can modify the following settings to optimize the accuracy of auto suggestion. These settings are tradeoffs between training time and accuracy, which means higher accuracy is achieved at the cost of longer training time. Listed below are some best practices for these optimization configurations.

    Setting Description
    Training Samples Per predicted field

    The maximum records to be used as the training samples for each value of the Predicted field.

    Default: 200
    Test Data Coverage

    The percentage of records out of the total source data that are used to test the trained system.

    Default: 5
    Source Data Coverage

    The percentage of records out of the total source data that a predicted value can cover. The system will analyze distribution of the existing records, arrange predicted value by request amount in descending order, and then calculate accumulations. Smart Ticket will automatically fill the Predicted field value from the top till the accumulation reaches the defined Source Data Coverage value.

    Normally higher percentage means higher accuracy, but there is a threshold point. When the training source data percentage exceeds the threshold, the margin contribution will be lowered remarkably. The out-of-box value for this configuration is 90%, which is a best number tested in the lab.

    Default: 90
  3. Click Save to save your changes.

Perform training and testing

To perform a training for a Smart Ticket task, follow these steps:

  1. Select the check box besides a Smart Ticket Configuration, or double-a Smart Ticket configuration. Click the Train button to start training this auto-classification.

    Tip

    You can click Refresh to view the latest training status.

  2. When the training is done, click Test.

    When the testing is finished, you can check the status in the Smart Ticket task list, or you can double-click the Smart Ticket task to view an estimated result of the accuracy for this auto-classification in the Testing result field. For example:

    First hit count: 7; correct rate: 50.00%
Second hit count: 0; correct rate: 50.00%
Third hit count: 1; correct rate: 57.14%
Missed count: 6; missed rate: 42.86%
"***************** Total samples: 14 ******************

Remove a Smart Ticket task

To remove a Smart Ticket task, double-click a Smart Ticket task, click the Configurations tab, and then click Delete.

Smart Search

You can customize the following Smart Search settings to pre-define the possible actions based on your search conditions and results.

Field Description
Enable Phrase Queries

The default value is false.

If you select this check box, Smart Search automatically adds quotations to the search criteria.

Example usage:

If you select this check box and then enter mobile phone in the search box, Smart Search will send out search request with the query text of “mobile phone” and then displays the results that exactly match the search criteria on top of the result list.
Ignore certain special characters

The default value is false.

If you select this check box, Smart Search interprets special elements as normal characters instead of a query syntax. These elements include asterisks (*), question mark (?), colon (:), double quotation marks ("), brackets, boolean, and proximity operators such as AND, NOT, OR, EOR, XOR, NEAR, DNEAR, WNEAR, BEFORE, and AFTER. Select this check box to disable wildcards, phrase queries, field restrictions and boolean operations.

Example usage:

If you select this check box and then enter mobile AND phone in the search box, Smart Search displays the search results which contain either mobile or phone.

If you clear this check box and then enter mobile AND phone in the search box, Smart Search displays the search results which contain both mobile and phone.

Note If you select this check box, the system ignores the setting of Enable phrase queries and does not add quotations to the query text.
Minimum search result relevance threshold (0-100)

The value must between 0 and 100. Negative numbers or any numbers that are greater than 100 are not allowed.

Specifies the minimum percentage of the relevance that the search results must have to the query.

 

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