This documentation supports the 20.19.02 version of BMC Helix Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Troubleshooting issues related to auto categorization of incidents

The following table lists the issues related to Auto categorization of incidents:


Why are the categories not getting auto populated?

Ensure that the following conditions are met:

  • Auto Categorization job is running.
  • Confidence score for autofill categories is set by the administrator.

Why are the categories not displayed in the suggested category popup?

Ensure that the Confidence score for suggested categories is set by the administrator. It might be possible that there are no relevant results for display.

Why is the File (.csv) not getting uploaded and throwing an error?

Perform the following actions if you encounter this error:

  • Try uploading file that is than 3.5 MB.
  • Scrub characters, such as \ from the file.
  • Ensure that the Category Name is less than 512 characters.
  • Check that the file does not have more than 2 columns
Can I use the same training data file in different Remedyforce organizations?

No, you cannot use the same data file in different Remedyforce organizations as the Category IDs are not same for all organizations.

Why is the cognitive icon not displayed for custom categories?

The cognitive icon is only available for OOTB categories.
Can I upload the training file that has more than 25000 records?The file gets uploaded, but it is truncated to 25000 records.
What if I have large descriptions? The descriptions are truncated after 1024 characters.

Related topic

Auto categorization of incidents

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