Ticket Classification

role administrators platform saas only minimum version 2025 3 feature eligibility ivanti's capabilities are available to customers who have subscribed to premium or enterprise premium license to know your eligibility, reach out to your ivanti account manager prerequisites raise an it ticket to ivanti operations to set the itsmtcpredictions feature flag in configdb to unconditionally on by default, it is in disable state for further help, contact ivanti support https //www ivanti com/support itsmtcpredictions in onconditionally on state the ticket classification feature functions through itsm ai services itsmtcpredictions in disable state the ticket classification feature functions through ivanti neurons the ticket classification feature brings intelligence to your processes through it support ticket classification powered by ai this capability uses advanced models to deliver automatic ticket classification, ensuring that every service ticket is categorized accurately and efficiently without manual effort when you add a summary while creating or editing an incident, the system predicts and automatically fills the related service and category fields using ’s ai data model additionally, it provides ivanti neurons ai recommendations, helping analysts apply the most relevant classifications quickly this automation reduces errors, speeds up ticket handling, and improves overall service desk productivity the application uses 's ai data model to predict and automatically fill the related service and category fields when you add a summary while creating or editing an incident and prompts ivanti neurons ai recommendations applied to learn more about ticket classification use cases, refer to the using ticket classification guide /servicedesk/neurons/ticket classification use case htm to enable ticket classification log in to as an open the configuration console > build > ai configuration hub use the toggle to set ticket classification to active to configure ticket classification log in to as an open the configuration console > build > ai configuration hub select the configure option beside the toggle button select add model enter the name , description , choose a language , and upload the training data file ensure the file is in csv format only you can optionally upload a stop words file to train the ai model to ignore specific words during classification ensure the file is in csv format ensure that the csv file you upload for training data and stop words should have only the subject , service , and category headers here is the sample csv file # select save to save the model as draft or select save and train to train the model instantly select the deploy icon to deploy the trained model once the model status change to trained you can have multiple ai models with trained and draft status, whereas only one model can be in deployed status at once so if you select deploy icon to another model, the previously deployed model changes its status to trained