3686247 - Ticket categorization model assigns categories that goes against the category mapping for the ticket

Observe that the ticket categorization model fails to assign correct reason codes based on the hierarchy.

• SAP Cloud for Customer

1. Create a ticket in the service cloud with a subject and description that should trigger automatic categorization.
2. Observe that the ticket categorization model fails to assign correct reason codes based on the hierarchy.

To have results be in line with the category hierarchy resolution, we suggest to enable only the child level for machine learning based prediction. Parent category will be automatically derived by the service ticket processing then after the child category is determined.

ticket categorization, machine learning, reason code mismatch, incident category, process category, hierarchy issue, service cloud, RC1, RC2, ticket categorization model, automatic categorization, incorrect reason codes, ML model , KBA , LOD-CRM-ML-SRV , Machine learning for service cloud , Problem

SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions