Predicitve Intelligence

SaiAashishN
Tera Contributor

3 weeks ago

  • Determine what is needed to enable this feature. (After upgrading the instance to Zurich version the plugin for predictive intelligence is already installed) (from Zurich it comes by default)
  • Configure the OOB "Predictive Intelligence for Incident Management" (https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/incident-management...) (this plugin costs or it is available for free from Zurich release)
  • Configure Predictive Intelligence model so that system shows suggestions for KB articles, recommends existing solutions, prevents duplicate records (Cases, Incident, KB articles, etc.). (How to achieve it)
  • Verify the system makes field suggestions on input form for new records based on existing historical data (How to achieve it)
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12 REPLIES 12

fknell
Tera Patron
In response to SaiAashishN

3 weeks ago

@SaiAashishN, 

No, you need to have at least ITSM Pro subscriptions to use PI. This is why I recommended to speak to your ServiceNow Sales Rep. 

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Tanushree Maiti
Kilo Patron
In response to SaiAashishN

3 weeks ago - last edited 3 weeks ago

Hi @SaiAashishN ,

When we started we classified client use cases on incident , initially it was not not working. Servicenow support recommended us to install predictive intelligence for incident. After doing that it worked.

 

You can start your use case with Basic one and check if you are getting stuck anywhere.

Definition you can create  ,train and test - it will work ( we did POC demo to client) .  You might get stuck to automate it means applying the definition to tickets.

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
Linkedin:
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SaiAashishN
Tera Contributor
In response to Tanushree Maiti

3 weeks ago

@Tanushree Maiti 
Hi Tanushree

Hello Tanushree, I have tried your solution to train the model
I am facing an issues:
I am currently configuring Predictive Intelligence Classification on the incident table to predict the assignment_group based on the short_description. I am consistently hitting two errors: "Training request timed out" and "Configuration or Network Error."

Steps Followed So Far:

  1. Solution Definition: Created a Classification record for the incident table.

  2. Capability: Noticed it defaults to "Workflow Classification" (Modern UI).

  3. Data Volume: Filtered for State is Resolved/Closed within the last 12 months, totaling 15,000 records.

  4. Field Configuration: * Inputs:  (Short Description )

    • Output: Assignment Group.

  5. Service Account Check: Verified sharedservice.worker is Active, not locked out, and has the platform_ml_read/write roles.

  6. System Properties: * glide.shared_service_scheduler.url is set to https://sncmlscheduler.service-now.com/.

    • glide.shared_service_scheduler.user_name is set to sharedservice.worker.

Errors Observed:

  • Error 1: Word corpus input field is disabled in order to provide streamlined user experience... (Resolved by leaving Word Corpus blank).

  • Error 2: Configuration OR Network Error (Occurs immediately after clicking Update & Retrain).

  • Error 3: Training request timed out (Occurs after a long wait in 'Waiting for Training' state).
    can you tell me where i was wrong? or do i need to update any properteis

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