I want to enable incident auto resolution virtual agent

[shweta Kasbe]

I want to enable incident auto resolution virtual agent But getting error while saving it. Please let know how to enable this.

[Community Alums]

Hi @shweta Kasbe ,

You are getting this error because you need to train the model.

Here are the steps which you can do and then you can go ahead and activate/Enable the Property of auto resolution.

1. Enable Incident Auto Resolution.
   1. Navigate to Conversational Interfaces > Incident Auto-Resolution > Setup.
   2. Select Yes and then click Save.

      Enable Incident Auto Resolution

      

      Incident Auto Resolution Setup is now enabled, allowing you to access Incident Auto Resolution configuration.
2. Train the Machine Learning model. Train the Incident Auto Resolution Machine Learning model prior to activating the Incident Auto Resolution Configuration record. For more information, see Machine Learning for Incident Auto Resolution.
   1. Navigate to Conversational Interfaces > Incident Auto-Resolution > Configuration and select the Machine Learning Model tab.
   2. Select Train.
      The Training Progress field displays the percentage of training complete and updates whenever the form is refreshed.
   3. When the Training Status field displays Solution Complete, select the Active property.
   4. (Optional) Set a Retrain Frequency to define how often the Machine Learning model automatically retrains. Users with the admin or virtual_agent_admin role can also manually retrain the model at any time.
   Note: The incident table must have the minimum number of records that you specify in the glide.platform_ml.api.min_agent_zero_records system property in order to train the model. The default value of this property is 10000.
3. (Optional) Configure Incident Auto Resolution.
   Change any configuration settings as needed. For more information, see Incident Auto Resolution configuration.
4. (Optional) Change any mappings for Auto-Resolution intents to matched ITSM Virtual Agent topics.
   1. Navigate to Conversational Interfaces > Incident Auto-Resolution > Configuration and select the Intent to Topic Map tab.
      This related list displays the default mappings for the intents and matched topics. You can modify them, but only supported Auto-Resolution intents and active Virtual Agent topics are available for mapping.

      These records are inactive by default. To use them, duplicate the template topics to create and publish them. After associating the intent to the topic of choice, make the intent topic map active.

   2. For a given Auto-Resolution intent, double-click the corresponding Matched topic, select a different topic, and Save.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Juhi Jha]

Hi , I am doing the same thing and i am getting same error how do i train my model ? 

[Juhi Jha]

After enabling incident auto resolution then only i have access to Incident auto resolution configuration , but not able to enable auto resolution properties getting error while enabling 

[Community Alums]

Hi @Juhi Jha ,

Please refer to my answer again , i spoke about how to train the model :

1. Train the Machine Learning model. Train the Incident Auto Resolution Machine Learning model prior to activating the Incident Auto Resolution Configuration record. For more information, see Machine Learning for Incident Auto Resolution.
   1. Navigate to Conversational Interfaces > Incident Auto-Resolution > Configuration and select the Machine Learning Model tab.
   2. Select Train.
      The Training Progress field displays the percentage of training complete and updates whenever the form is refreshed.
   3. When the Training Status field displays Solution Complete, select the Active property.
   4. (Optional) Set a Retrain Frequency to define how often the Machine Learning model automatically retrains. Users with the admin or virtual_agent_admin role can also manually retrain the model at any time.
   Note: The incident table must have the minimum number of records that you specify in the glide.platform_ml.api.min_agent_zero_records system property in order to train the model. The default value of this property is 10000.
2. (Optional) Configure Incident Auto Resolution.
   Change any configuration settings as needed. For more information, see Incident Auto Resolution configuration.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep