How to update Predictive Intelligence routing logic after assignment group changes

[Annie7]

We’re using Task Intelligence to predict the assignment group for certain incident tickets. The routing has been working well based on historical data. However, due to recent organizational changes, some assignment groups have been retired and replaced with new ones.

I’d like to ask:
Is there a recommended way to update the predictive model so it routes tickets to the new assignment groups instead of the retired ones?

Any suggestions or best practices would be appreciated!

[Mathew Hillyard]

Hi @Annie7 

This is the CSDM Forum. Your post will receive a wider audience if you post in a more appropriate forum, such as: https://www.servicenow.com/community/intelligence-ml-forum/bd-p/ai-platform-forum

I hope this helps!

Mat

[Annie7]

Thank you Mat, I was not recognized I published this in CSDM forum  Thank you for reminder.  It helps, I will try to move this out of here.

[aruncr0122 · Accepted solution]

Hi @Annie7 ,

To update your Predictive Intelligence routing after assignment group changes:

Clean and prepare your data – Replace old group names in historical incidents with the new ones, or exclude retired groups from your training data. (Map or Replace Old Labels: Update historical records in your source table (e.g., Incident) to reassign old group values to their new equivalents. Use a Fix Script to bulk-update the assignment_group field. For example:

If "Old Hardware Support" maps to "New IT Hardware Team," run a query to set assignment_group = 'New IT Hardware Team' where it was previously "Old Hardware Support.")
Retrain the model – Go to Predictive Intelligence > Solutions, edit your model, and retrain it using updated data.

Monitor performance – Retrain regularly (e.g., quarterly) or after major org changes to keep predictions accurate.

This ensures the model routes tickets to your new groups instead of retired ones.

[Annie7]

Thanks Mega, I will try, this is good approach.