---
title: Using Auto Triage
slug: neurons-for-itsm/admin-user-help/enu/latest/using-auto-triage
createdAt: 2026-07-14T19:16:43.403Z
---

**Role**: Service Desk Analyst.

**Minimum Version**: Ivanti Neurons for ITSM 2024.2.

**Feature Eligibility**: Ivanti's AITSM 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.

Neurons for ITSM can automatically categorize your service tickets by enabling the Auto Triage feature. When you create a service ticket, the application will automatically fill the Output Fields that admin configured in AI Configuration Hub.

:::hint{type="info"}
- Auto Triage feature is available to you only if the Administrator has configured it for your user role. For more information, reach out to your Administrator.
- Currently, this feature is available only in **Incident** Business Object.
:::

Refer to the following use cases, which assume that the Administrator has configured **Summary **as an Input Fields, and **Category **and **Service **as Output Fields in AI Configuration Hub.

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## Use Case 1 - An analyst creates a new incident:

1. Log in to Service Desk Analyst.
2. Open the **Incident** workspace.
3. From the toolbar, select **New**.
4. Enter the incident subject in the Summary field and click **Auto Triage**.

:::Paragraph{indent="1"}
The system predicts and populates the configured Output Fields.
:::

5. Click **Save**.

:::Paragraph{indent="1"}
Once you save the changes, a green-colored label appears indicating that the recommendations have been applied.
:::

::Image[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/IZ96RMV20-Jh9vK3Y58z-_auto-triage-usecase1.png" alt="Recommended field values triggered by keywords in the Summary field" position="flex-start" size="80" githubPath="Content/Resources/Images/Agentic-AI-Images/ticket-classification-predictions.png" showCaption="true" caption="Incident record after clicking Auto Triage button" width="1402" height="720" darkWidth="1402" darkHeight="720" indent="1"}

:::hint{type="success" indent="1"}
These labels continue to be displayed even if an analyst later modifies the populated field values. This helps other analysts understand which values were originally recommended by the ML model.
:::

6. Enter data in the remaining fields and click **Save**. Refer to [Managing Incidents](docId\:aKRuODYqj2wVb_C6AyOLg).
::::

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## Use Case 2 - An analyst modifies an existing incident:

1. Log in to Service Desk Analyst.
2. Open the **Incident** workspace. A list of incidents is displayed.
3. Open an incident to view its details.
4. Modify the field values. Refer to [Managing Incidents](docId\:aKRuODYqj2wVb_C6AyOLg) to learn more about fields.
5. Enter the incident subject in the **Summary **field and click **Auto Triage**.

:::Paragraph{indent="1"}
The system predicts and populates the configured Output Fields.
:::

6. Click **Save**.

:::Paragraph{indent="1"}
Once you save the changes, a green-colored label appears indicating that the recommendations have been applied.
:::

:::hint{type="info" indent="1"}
These labels continue to be displayed even if an analyst later modifies the populated field values. This helps other analysts understand which values were originally recommended by the ML model.
:::
::::

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## Use Case 3 - An end user (Self Service User role) submits a ticket and an analyst could approve/modify it:

1. Log in to Service Desk Analyst.
2. Open the **Incident** workspace. A list of incidents is displayed.
3. Open the incident submitted by the end user to view its details.

:::Paragraph{indent="1"}
The application displays recommended output field values in the mapped fields with a green-colored label indicating that the recommendations have been applied.
:::

:::hint{type="info" indent="1"}
When an end user submits a ticket, the application will automatically populate the Output Fields if the Auto Triage business rule is configured, a model is deployed, and the validation rules are met.

For more information on configuring Auto Triage, refer to [Auto Triage](docId\:drKkmsIOKsnp0l7L80D1d).

For more information on how an end user submits a ticket, refer to [Service Requests and Incidents](docId\:ARA9j567l0DECI7YehM7w).
:::

4. Modify the field values if you want to make changes. Refer to [Managing Incidents](docId\:aKRuODYqj2wVb_C6AyOLg).
5. Click **Save**.
::::