How to auto Resolve Incident based on short description

[Adarsh kumar si]

Hi team,
I have a requirement to auto resolve incident based on short description using "Virtual Agent ( IAR)" . Incident is created via integration user.

I am trying to configure IAR but when trying to train the model getting error as "

This Auto-Resolution configuration needs at least one active machine learning model for any language. Please set any language configuration record to active after successfully training the model."

But language is already selected as ENG.

Can anyone help me how to achieve this?

Thank you

[Dan_Junqueira]

Hey Adarsh how are you?

Hi,

I had a similar issue before. In your case, the main point is that having ENG selected is not enough.

The English ML model also needs to be successfully trained and then set to Active.

I would check the ML model status first. If the training is not showing as completed, IAR will keep giving you that message even if English is already selected.

Once the model finishes training, activate the English language/model configuration and then try activating the IAR configuration again.

Also, since your incidents are being created by an integration user, make sure the actual end user is populated correctly in the incident, for example in the Caller/Requester field. IAR needs to know which user it should contact through Virtual Agent.

So I would check these two things first:

• English model is trained successfully and active

• The incident has the correct end user/requester, not only the integration user

If the model is already showing as successfully trained and active, share a screenshot of the language/model configuration and we can check the next step.

Hope this helps. If it does, please mark the response as useful.