Thanks for the response.

To clarify, we also tested with the Service field, which is currently non‑mandatory, and we are observing the same behavior—recommendations are not being surfaced for this field either. So this does not appear to be limited to mandatory fields.

Regarding your point “Hope your BR is in place which will apply the defined solution definition to the ticket”, could you please elaborate? We have not implemented any custom Business Rules; we are using the OOTB Incident Categorization model, deployed as‑is in our non‑production instance.

Please confirm whether any additional configuration or Business Rule is required for the solution definition to apply, even when using OOTB Task Intelligence models.