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. Note If you select PersonGroup as the predicted field and want the system to automatically fill a value for the Assignment Group field in a Smart Ticket, you must tailor the corresponding form and business rules. See the Tailor form and business rules for Assignment Group prediction section for detailed instructions.
   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. Click the Smart Ticket task name, 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 Task, or click the Smart Ticket task name. 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 click the Smart Ticket task name 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, click the link of a Smart Ticket task, and then click Delete.

Tailor form and business rules for Assignment Group prediction

If you select PersonGroup as the predicted field and want the system to automatically fill a value for the Assignment Group field in a Smart Ticket, you must tailor the corresponding form and business rules. Follow these steps:

1. From the main menu, select Administration > Configuration > Studio.

2. Select Request from the drop-down list, and then click the Forms tab to access the Form Editor.

3. Select withoutResolution from the drop-down list, and then click Add field. The system opens the Select fields dialog box.

4. Select Assignment group, and then click ADD. Close the Select fields dialog box, and then click Save.
5. Click the Processes and Rules tab, and then expand the After change rule.

6. Scroll down to locate the Resets Assignment group and Assignee when Current assignment field is set to Incident or to Unassigned rule, and then remove AssignedToGroup:${null}.

   Tip To remove this expression, click the AssignedToGroup:${null} link. Click Remove in the pop-up window, and then click Save.

7. Locate the If current assignment is set to Expert group, set Assignment group and Assignee as the Expert group and Expert assignee rule, and then update the rule as follows:

   If ${entity.CurrentAssignment == 'ExpertGroup'}

   Set AssignedToPerson: ${entity.ExpertAssignee}

   Tip You need to remove the AssignedToGroup: ${entity.ExpertGroup} expression.

8. Click Add > "If...Then" rule, select Set field, and then click OK to add a new rule.

9. Update the rule as follows:

   If ${entity.CurrentAssignment == 'ExpertGroup' && entity.AssignedToGroup == null}

   Set Assignment group to ${entity.ExpertGroup}

   Tip To update the field to Assignment group, click the link of the field and then select Assignment group in the pop-up window.

   To update the value to ${entity.ExpertGroup}, click the link of value. Click the fx icon in the pop-up window, and then type ${entity.ExpertGroup}. Click OK.

10. Locate the If Current assignment is set to Service desk, set Assignment group and Assignee as the Service desk group and Service desk assignee rule, and then update the rule as follows:

    If ${entity.CurrentAssignment == 'ServiceDesk'}

    Set AssignedToPerson: ${entity.OwnedByPerson}

11. Click Add > "If...Then" rule, select Set field, and then click OK to add a new rule.

12. Update the rule as follows:

    If ${entity.CurrentAssignment == 'ServiceDesk' && entity.AssignedToGroup == null}

    Set Assignment group to ${entity.ServiceDeskGroup}

13. Click Save to save your changes.

Smart Search

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

Related topics

• Service Portal
• Service Portal Administration
• How to edit a form
• How to authorize knowledge handling in the Service Portal