Issue or Request Classifier

The Issue or Request Classifier determines whether an incoming ticket describes something that is broken (an issue) or something the user wants done (a request).

What It Does

The processor automatically classifies each ticket into one of two categories:

• Issue -- Something is broken, not working, or experiencing an error. Examples: "Outlook keeps crashing," "Can't connect to VPN," "Printer showing offline."
• Request -- The user is asking for something to be done. Examples: "Add new user to Active Directory," "Upgrade my monitor," "Need access to shared drive."

When to Use It

This processor is enabled by default. It is useful for routing tickets to different workflows: issues might go to a troubleshooting queue while requests go to a fulfillment queue.

Details

• Runs on: New signals
• Default State: Enabled