What it does
Extracts named entities from ticket content — people, devices, applications, and vendors — to improve context and enable smarter routing.
When it runs
Triggered when a new signal is created.
Output
Persons — names and roles mentioned (e.g., "John Smith", "Sarah from accounting")
Devices — hostnames and device identifiers (e.g., "LAPTOP-ABC123", "HP-Printer-2F")
Applications — software and services (e.g., "Microsoft Outlook", "QuickBooks")
Vendors — manufacturers and publishers (e.g., "Microsoft", "Cisco")
Configuration
Setting | Default | Description |
Confidence threshold | 70% | Minimum confidence to include an entity |
Max entities per type | 10 | Maximum entities extracted per category |
Use cases
Identify affected users for escalation
Link tickets to specific devices for troubleshooting
Track which applications generate the most tickets
Enabled by default: Yes