3686247 - Ticket Categorization model assigns categories that goes against the Category Catalog hierarchy for the Ticket

Observe that the ticket categorization model fails to assign correct reason codes based on the hierarchy, creating mismatches between the assigned categories.

• 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 categories will be automatically derived by the service ticket processing after the child category is determined by the model.

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