HaloPSA Integration & AI Classifier is now LIVE!

Welcome to tribu

Triage Classifier setup for ConnectWise

First Release

This capability has been under beta testing and is now available to all Tribu partners. This first release has limited customisations and is an introduction to machine-driven predictions for your helpdesk service. Because of this, we are seeking your feedback on ways to improve and implement it for day-to-day use. Feel free to provide feedback here.

Enable Predictions

1. The first step is to enable this feature within the Tribu preferences. You can do so here or browse to Preferences from the Welcome page.Tribu Preferences

2. For those using the Tribu Microsoft Teams integration, turn on the Enable AI Predictions. This will enable the predications to appear in your New Ticket notifications with the Talos bot in Teams.

3. Change the dropdown selection for “Update Issue and Sub Issue Types” to: Update Custom Fields


Create Custom Fields

1. Log into your ConnectWise Manage instance

2. Go to System -> Setup Tables -> Custom Fields -> Service: Ticket

3. Click the + to add a Custom Field

Manage Customer Field add

4. Field Caption: tribu.issuetype
Field Type: Text
All other fields are at your discretion. It can be useful to have it Display on Screen for technicians to review.
Include/Exclude departments and locations as necessary

Manage IssueType entry
Then Save and Close

5. Do the same again for SubIssue
Field Caption: tribu.subissuetype

Manage SubIssue entry
Then Save and Close

Workflow Update

You can now use these fields in any of your workflows to trigger any automation based on the prediction from Tribu.

1. Within Manage go to System -> Setup Tables -> Workflow Rules

2. Then create (or edit) a new Workflow Rule that uses the conditions of UDF’s from Tribu.

Manage WF rule

You can obtain the list of all possible labels here

Some example automations from these predictions can be found here

In this article