How does HelpDesk AI Agent assign categories to the SR

Summary:

Hello All,

We enabled AI agent for Help Desk and loaded the categories to the RAG through the SR Product and Category Ingestion Agent. While the agent is creating the SRs with appropriate categories but we have a requirement where few employees will have access to only few selected categories not all.

What we want to know is that how the AI agent is assigning categories to the SRs. Is this category assigning is aligned with categories visible to the user in the create request page's category LOV? So if the user raises an SR with AI agent then only those issues for which the user has access to categories will be raised under appropriate category rest will be raise without category? How do we make AI agent to assign categories only when user has access to those categories.