---
title: Configure Field Heuristic Rule
excerpt: ''
deprecated: false
hidden: false
metadata:
  title: ''
  description: ''
  robots: index
next:
  description: ''
---
> 🚧 Required for Triage 2.0
>
> This configuration is required for Triage 2.0.

With the Field Heuristic module you can define additional keyword-based rules for by-passing Triage predictions.

## Prerequisites

Before proceeding for updating the field configurations, it is important to make sure that Triage model is actually trained and deployed on your org's production instance.

## Configuring Field Heuristic Rule

There are two sections within this module:

1. **Field Settings**: In this section, you need to input key details around your model such as predicted field name, ticket types, routes and integration ID.
2. **Heuristics Rules**: In this section, you can define the keyword-based rules to by-pass Triage predictions.

### Field Settings

1. Input the **Field Name**. This is the predicted field name. Select from below:
   1. Assignment group = `assignment_group`
   2. Category = `category`
   3. Sub Category = `subcategory`
   4. Business service = `business_service`
   5. Service Offering = `service_offering`
   6. Configuration item = `configuration_item`
   7. HR Service = `hr_service`
   8. Components = `components`
   9. Call Type = `call_type`
2. Select the **Ticket Type**. This correspond to the type of tickets we’re intercepting for prediction. E.g. Incident, Call, Default.
3. Select the **Routes**. These are the routes for which the triage field is configured.
4. Choose the **Integration ID**.  This is the integration id for the ITSM system. For eg. If Triage is running on Service Now ticketing, choose the integration ID corresponding to the Service Now.

### Heuristics Rules

1. Click on **Add**
2. Add the **Rule**. For eg. if you want to overwrite the predictions if the ticket description contains specific keyword or phrase, use the following rule:
   > `"<Field value>" IF (LOWER(ticket.short_description) CONTAINS_ANY ["phrase 1", "phrase 2", "phrase 3"])`
3. **Field value** example: 2d2f8bbfdbcfec90daa3cf091396192c. Please note, you would require to make an API call on your respective ITSM to list all predicted field values and their corresponding Field value.
4. Input a **Name** for the rule. If unspecified, a random name would be generated.
5. Add the **Reason** for audit purposes.
6. Add the **Categories** (Optional). Categories are used to convey high-level signal of what the rule is trying to do. Example: KEYWORD
7. Click on **Submit**.

With these steps, you can successfully configure keyword-based heuristics rules for the Triage predicted fields.