Lumos didn't intercept an access request ticket. Why?

Last updated: October 7, 2024

Problem

You have Lumos Ticket Interception enabled, but it didn't intercept a request that you believe it should have.

Solution

Since Ticket Interception uses machine learning to classify tickets as access requests, there isn't a guarantee that every request will be picked up by the model.

The following phrases have been consistently intercepted by our model.

  • Please give me a Dropbox account.

  • I need access to Dropbox.

  • Can I have a Dropbox account?

  • Dropbox account for Remus Lupin

  • Dropbox account for remus.lupin@example.com

The following phrases have not been consistently intercepted by our model.

Visit this page for more information on how ticket interception works: 📄 Ticket Interception 101

FAQs

Can we teach the Ticket Interception AI whether it was correct or not to improve accuracy?

This is not currently supported today.

Can Lumos intercept every ticket in my ITSM project(s) with a link to the AppStore, even if ticket interception doesn't classify it as an access request?

Yes, click here for more details:📄 Enabling Ticket Interception