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Troubleshooting Support group prediction issues

While configuring support group prediction, you may encounter errors.
Use the following information to resolve issues:

Issue symptom

Scope

Resolution

Training data generation fails due to Autonomous Digital Enterprise(ADE) connection failure.

Multiple users face this issue.

This issue occurs due to outdated or incorrect keys, which may lead to authentication failure.
Ensure that the access key, and access secret keys in WebAPI connection within BMC Helix Innovation Studio are up to date. 

For more details, see Configuring the authentication credentials of REST API web services.

Training data generation fails, and the following message is displayed:

image-2025-1-6_16-32-8.png

Multiple users face this issue.

Ensure that enough incidents are available that meet the qualification criteria for training data generation.

For more details, see Generating training data for the cognitive service.

I do not see Cognitive Support Group Prediction on the Incident rules form.

This issue occurs for multiple users.

Ensure that you have enabled the following CCS parameters and provided appropriate values:

  • Enable-Cognitive_service
  • Classification-Service-Provider

For more details, see Configuring assignments.


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BMC Helix ITSM 25.2