Configure an Aisera Major Incident
You can create an Aisera Major Incident (AMI) by choosing tickets that you want to combine to define the incident.
Select Gen AI Learning -> Ticket Learning from the left navigation menu of the Aisera Administration Application. For more controls, add ?system at the end of the URL.
After you have finalized the relevant set of tickets, we will initiate the ticket learning job by configuring the parameters.
Step 1 - Configuring “Conditions” Parameters
Go to Actions → Configuration
Add the relevant conditions of the field name of the interest. These fields are self explanatory and users can easily relate to the fields in their respective ticketing system.
Notes:
It is recommended that you set Max Ticket Count to 60,000.
60,000 ticket count is a healthy sample size. If we don’t limit ticket count we could possibly ingest a large number of tickets causing the job to run for multiple days and delay results.
The conditions that we put here are later converted into a SQL query to fetch the filtered data from the Tickets database.
Multiple selections for a single field will be of “OR” equivalent while multiple field name conditions will be of “AND” type. E.g., Conditions on Data Source and Creation Date are included by “AND” operator while Gap Prod - Incidents and Gap Prod - Ticket Learning data sources will be incorporated as “OR” if both selected.
Step 2 - Configuring “Preprocessor” Parameters
Sometimes despite scanning through tickets and assessing their quality, we might find ourselves in a situation where we have some unnecessary tickets which we should exclude.
We can choose what fields we want TL to be performed on, i.e., Title or Description or Both from Fields to Process
In the Inclusion/Exclusion Rules section, we can add specific conditions on Title/Description to filter tickets based on certain keywords.
Substitutions help you to substitute certain keywords in the text before passing it through the TL pipeline.
There are several other preprocessing options also provided which can be used pending any special requirement.
Step 3 - Configuring “Scoring” Parameters
Use the following definitions to determine how you want to set the scoring parameters.
Skip ICM : This option will provide the coverage of intents from Tickets. Check this option, if you only want to generate the ontology and eliminate the unnecessary data processing steps. However there is no harm in running this option either.
Join Title and Description: If checked, ticket title and description will be considered during the scoring process.
Use Global Ontology (Entities): Check if you want to use the Ontology from the content pack.
Discover Ontology Synonyms(Entities): Extract the synonyms from KB for the entities generated from Entity Discovery and validate against tickets, if usage found in the tickets those are extracted and attached to the entities
Use Global Taxonomy (Intents): Check if you want to use the Taxonomy (Intents) from the content pack
Text Field char limit: Maximum number of characters to consider in title and description
Text Field word limit: Maximum number of words consider in the title and description
Step 4 - Kick off Ticket Learning job
Click on ‘Start Learning Job’ after you set the conditions and configurations. You will get an acknowledgement saying the job has triggered and is in progress. We can monitor the status by clicking on ‘View Job’ in the acknowledgement or by navigating to Settings-> System Jobs -> Generic Jobs and then search for Ticket Learning.
Creating Incidents from Existing Tickets
To create a Major Incident from Existing Tickets:
Select an existing AI Ops agent by choosing Settings > AiseraGPT from the left navigation menu of the Aisera Administrationi Application.
Choose AI Observability > Major Incidents from the left navigation menu of the Aisera Administration Application.
Choose existing tickets that you want to add to your Incident.
Click the + New Major Incident button.
Fill in the information for the Incident. Include the Root Cause, if you know it.
Fill in the Cluster Name and Cluster Conditions.
Click OK.
Choose the Save Major Incident button.
Last updated