sofi provides a default configuration for the following items, and can be extended to include additional items or custom items as required classifications classifiers with a type of classification are used by sofi to provide automated classification of work records this allows sofi to determine the possible classification of work records the following classifers are available {{ootb}} for classifications itsmrequest this is the standard classifier for itsm request docid\ hy hagjblrwwuaboqprcm allows sofi to automatically classify itsm requests incident this is the standard classifier for incident docid\ l3v rxbfogjeb lczmfxx allows sofi to automatically classify itsm incidents problem this is the standard classifier for problem docid\ cr0d txukqrqcmydg arj allows sofi to automatically classify itsm problems change this is the standard classifier for change minor docid 7gaorsystz58bf9aqk0nu allows sofi to automatically classify itsm changes interaction only available for customers using what is enterprise interactions? docid\ h9hblhufivpdt0cqszb4h this is the standard classifier for what is enterprise interactions? docid\ h9hblhufivpdt0cqszb4h allows sofi to automatically classify enterprise interactions hrcase only available for customers leveraging hr case managment this is the standard classifier for hr cases allows sofi to automatically classify hr cases action classifiers action classifiers allow sofi to review and provide recommendations on the intelligent actions docid\ sw2j4odbsl7glesume4n8 that have been historically used to resolve or diagnose issues the following action classifiers are available {{ootb}} actionresultincident (itsm incident) actionresultitsmrequest (itsm request) actionresultchange (itsm change) actionresultproblem (itsm problem) actionresultincidenttask (itsm incident task) actionresultitsmrequesttask (itsm request task) actionresultchangetask (itsm change task) actionresultproblemtask (itsm problem task) the following action classifiers are available for enterprise licenced accounts actionresulthrcase (hr case) actionresulthrcasetask (hr case task) + custom classifiers automated resolution classifications automated resolution classifiers allow sofi to understand the possible resolution methods using historical context and data to provide recommendations on resolving work records the following resolution classifications are available {{ootb}} autoresolveitsmrequest (itsm request) autoresolveincident (itsm incident) the following action classifiers are available for enterprise licenced accounts autoresolvehrcase changing the default configuration before sofi can be used we need train the models, this is done by navigating to the servicenow menu intelligent automation → intelligent predictions → classifiers select the incident classifier and then click on the train classifier link at the bottom of the form the duration depends on a number of factors and can take between 20 minutes and a few hours the classifier provides a status field indicating the current state allowing you to confirm when training is complete once completed, the training end field will be populated note that during training, the classifier will still make predictions however the results may be inconsistent