Triage and categories
How categories, priorities, teams and SLAs are assigned, and how to replace the default categories with a taxonomy learned from your own tickets.
- Read and override the routing table and SLA hours
- Discover, review and approve a learned taxonomy
- Reclassify existing tickets after a change
Default categories and teams
Out of the box, Liya Classify uses IT categories, and Liya Assign routes each to a team:
| Category | Team |
|---|---|
| Network | Network Operations |
| Database | Database Administration |
| Access & Identity | Identity & Access Management |
| Hardware | Field Services |
| Software | Application Support |
| Email & Collaboration | Messaging Team |
| Security | Security Operations |
| Storage | Storage Team |
| General Support (fallback) | Service Desk L1 |
| Priority | SLA hours |
|---|---|
| P1 | 4 |
| P2 | 8 |
| P3 | 24 |
| P4 | 72 |
Override either with PUT /api/routing (send only what differs), or manage named SLA policies at /api/sla/policies and preview their effect with /api/sla/preview.
Learn categories from your tickets
A tenant that isn't an IT desk (HR, finance, facilities) can have categories learned from its own history.
- Open IT service desk › Categories and choose Learn from history (
POST /api/taxonomy/discover), or learn from a CSV export. TicketIQ embeds the tenant's tickets, clusters them and picks the number of clusters with the best separation. - Review the proposal. Each category has a name, description, count, examples, keywords and a suggested team taken from past assignments.
- Rename, merge, split or delete categories and set teams (
POST /api/taxonomy/proposal/edit). - Choose Approve taxonomy (
POST /api/taxonomy/approve). Approval writes a new version and makes it live at once. To go back to an earlier version, choose Activate on it (POST /api/taxonomy/activate). Use IT defaults returns to the built-in categories. - Choose Re-classify existing tickets if you want history to use the new categories (
POST /api/taxonomy/reclassify).
After activation, classification picks the nearest category centroid, with keyword and source-label hints.
A tenant with no approved taxonomy keeps the IT defaults. Discard on a proposal (DELETE /api/taxonomy/proposal) changes nothing live.
Triage refinement
When a model is configured, Liya Triage runs after classification to correct the category and add a triage note. It runs off the critical path, so a slow or missing model never delays routing.