Extend Smart Ticket to other modules

User Role: Administrator

In the out-of-box system, Smart Ticket (auto-classification) is only enabled for the Service Desk module. If you want to use this feature in other modules, you can tailor your Service Manager system.

For example, if you want to automatically classify Change category with Process Designer enabled, follow these steps:

1. Define the Smart Ticket task for the Change Management module:

   1. From the System Navigator, click System Administration > Ongoing Maintenance > Smart Analytics > Configuration > Smart Tickets.
   2. Select Blank, and then click the Add button.
   3. In the Add Smart Ticket Task form, fill in the task name with any words meaningful to you.
   4. In the Configuration tab, choose Change as Module Name.

   5. In the Training Sample Query field, provide a query by using Query Builder. This query decides which Change records will be sent to Smart Analytics for Smart Ticket training.

   6. Enter the fields in the Change module that you want to be automatically filled by Smart Ticket. For example, category.
   7. Enter the fields in the Change module that you want to use as the inputs for Smart Analytics to provide suggestions. For example, description.

2. Create new Smart Ticket rule sets for the Change workflow by referring to the following out-of-box Smart Ticket rule sets as examples.

   Rule Set	Description
   sd.idol.ocr	This rule triggers Optical Character Recognition (OCR) and auto-classification to fill the fields defined in the Smart Ticket definitions.
   sd.idol.tuning.action	This rule sends the record to the tuning list.

   Tip For information about how the design workflows and rule actions, refer to the Process Designer documents in the Service Manager help center.

3. Add the Smart Ticket rule sets that you created to the Change workflow:

   1. From Change Management > Configuration > Change Workflows, select the workflow to which you want to apply the Smart Ticket rule. For example, standard change.

   2. Select the Registration and Categorization phase.

   3. Click the Rule Sets tab in the property section.

   4. Select the On Exit event.

   5. Select the Smart Ticket rule that you created.

4. Create a new form or update the existing form to use the new Smart Ticket task for the Change Management module. You can refer to the "Create Smart interaction" form (idol.quick.new.interaction) as an example.