We are currently using SDP On Premise v13009

We continue to have issues with the Categories and Templates automatically assigned by Zia and have not been able to retrain effectively.

The vast majority of our request come in as simple emails.  The Unassigned Requests are then reviewed, assigned and configured with the proper template. 

We are experiencing two main issues:  1st, the tickets which are automatically given a category, the category is wrong most of the time.  For instance, we have a Service Category for GIS Management, which has Category, Subcategory and Items configured to auto-assign to the GIS Admin.  Today, we had a request entered which should have been given the Service Category of Facilities, but was assigned as GIS Management.  

2nd - When we update the requests with a new template, it does not update all of the fields from the template.  For instance, we always have to change Request Type to Service Request, even though it is part of the template.  Additionally, in several of our new templates, we have to manually update the Category, Subcategory and Item.  We created new Service Categories to better organize requests related to specific application suites, for instance.  We also created new Categories, Subcategories and Items for these new Services.  We've been using these new configurations for about 3 months now, but Zia is still assigning the old categories. 

In an attempt to retrain Zia, we disabled the settings for those two prediction items, hoping it would clear all of the saved learning.  A few days later we reenabled the settings hoping to retrain the actions.  If there's a better way of configuring these two items we'd love to know.