Configuring ticket classification for upgraded customers

follow the below steps to configure ticket classification feature for upgraded customers sign in to with the administrator user role select configure application to go to the configuration console from the configuration console, select build > business objects > incident to open the incident business object select forms > incident customerownershipform drag and drop below fields and controls to the form and configure control properties as shown below accuracy set visible expression to "false" recommendedservice set visible expression to "false" recommendedsubcategory set visible expression to "false" recommendedcategory set visible expression to "false" label set label style rule as "successlabel" and label expression as shown below $(if getglobal("enableticketclassification") && checkifticketclassificationisenabledforlayout("incidentlayout servicedesk" "incident customerownershipform") && (recommendedcategory != "" && recommendedcategory != null) && (recommendedservice != "" && recommendedservice != null) && (recommendedcategory == category && recommendedservice == service) then "ivanti neurons ai recommendations applied " else "") command button set action as "get recommendation", label as "apply ivanti neurons ai recommendations” and visible expression as shown below $(getglobal("enableticketclassification") && checkifticketclassificationisenabledforlayout("incidentlayout servicedesk", "incident customerownershipform") && recommendedcategory != "" && recommendedcategory != null && recommendedservice != "" && recommendedservice != null && (recommendedcategory != category || recommendedservice != service)) select save you can change ui as per user experience below is an example select the business rules tab the application displays a list of business rules from the initialization rules section, select add initialization rule the application displays the add initialization rule window set the initialization rule for incident service field value for self service user form ( incident webselfservice edit ) as below $(if getglobal("enableticketclassification") == false && !checkifticketclassificationisenabledforlayout("incident layout 0", "incident webselfservice edit") then "service desk" else null) select the layout tab and determine the layout to configure the ticket classification open the layout for example, select incidentlayout servicedesk for the role select formview or formedit to open the form view editor select enable ticket classification select edit ticket classification settings the application displays the configure ticket classification for incident "formview" layout dialog box edit the below changes accordingly see "enable the layout to use ticket classification feature for a user role" section in configuring ticket classification docid 2psniuy3n sydmxflwwv1 for more information select save repeat steps 11 through 16 for other layouts if required select build > global constants to open the global constants window set the enableticketclassification value to true select save if you use different forms and layout other than those listed in the above configuration steps, then you must perform the above steps on those forms and layouts and the expression needs to be updated accordingly