AI Categorization

The AI Categorization feature classifies every newly created ticket and moves it into the queue suggested by the AI model. The classification happens asynchronously.

The set of candidate queues is built from the list of valid queues defined in Rexpondo, minus the ones listed in the Frontend::Margot::TicketCategorization::ExcludedQueues setting. The service then posts to the AI endpoint the ticket content together with the candidate queues and receives back the chosen queue name; on success the ticket is moved and a history entry of the form AI categorization: moved to queue '<QueueName>' is added.

Enable the Feature

  1. Contact E-Time to purchase and activate the AI integration for your subscription.

  2. Set Frontend::Margot::Categorization::Enable to enabled.

  3. Deploy the System Configuration.

Important

To improve classification performance and avoid misrouting, make sure that every queue has an exhaustive name and description (NAME and COMMENT fields). Vague or non-descriptive queue names and descriptions may confuse the AI model and cause tickets to be moved to the wrong queue.

Settings Reference

SysConfig key

Default

Description

Frontend::Margot::Categorization::Enable

0

Master switch for the AI categorization on ticket creation.

Frontend::Margot::TicketCategorization::ExcludedQueues

(empty)

Comma-separated list of queue names to exclude when building the candidate list. Sub-queues must use the double-colon notation (e.g. ParentQueue::SubQueue). Leave empty to include all valid queues.

Ticket::EventModulePost###5000-MargotCategorization

Module=Kernel::System::Ticket::Event::MargotCategorization, Event=TicketCreate, Transaction=1

Event module registration. Set to invalid to disable the automatic categorization without changing the feature switch.

Warning

If the queue suggested by AI does not exist, is invalid, or is present in Frontend::Margot::TicketCategorization::ExcludedQueues, the ticket stays in the queue it was originally created in and an entry is written to the system log. The categorization is best-effort and never blocks ticket creation.