SAP Knowledge Base Article - Public

2881212 - The Categories in a Ticket Are Not Automatically Filled Through Machine Learning


When a Ticket is created, the Categories are not automatically filled through Machine Learning.


SAP Cloud for Customer / Service

Reproducing the Issue


Machine Learning for Ticket Categorization is enabled in the system and you have set up, trained and activated a model successfully.

  1. Go to the Service work center. 
  2. Select the Tickets view. 
  3. Select the New button. 
  4. Maintain the necessary details. 
  5. Select Save and open. 

You see that the Category fields are not filled automatically through Machine Learning.


The Automation Threshold is not enabled for the Model.


  1. Go to the Administrator work center. 
  2. Select the Prediction Services view. 
  3. Select the Model Setup hyperlink. 
  4. Highlight the Scenario for Ticket Categorization. 
  5. Highlight the Model that was trained successfully and is active. 
  6. Select the More button. 
  7. Select Settings. 
  8. Enable the Automation Threshold. 
  9. Select the OK button. 


Machine Learning Prediction Services Categories Ticket automatic , 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