Agent Workspace - Autofill/Suggest category field when short description is filled

Supriya39
Giga Guru

‎03-26-2025 12:16 AM

Hi All,

 

I have requirement where we are trying to use AI for creating request/incident from Agent Workspace. When we try to create incident/request, its category field should be autofilled/suggesttion when I fill in Short Decription. 

 

Please send any documentation available.

 

Thanks

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2 REPLIES 2

Ratna Jyothi P
Tera Expert

‎03-26-2025 12:34 AM

I believe you can use classification framework to check and suggest a category when short description filled.
Please check below docs/videos:
Docs: https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/predictive-i...
Video: https://www.youtube.com/watch?v=cfS-dG7mpgw

How Predictive Intelligence helps us in creating tickets via Agent Workspace and Service Portal
How Predictive Intelligence helps us in creating tickets via Agent Workspace and Service Portal
youtube.com/watch?v=cfS-dG7mpgw
ServiceNow Predictive Intelligence is the next thing you want to use to improve the experience for your agents and users. We will explain how it helps the agents and users by automatically populating required fields, such as category or service. We will also explain how we started small with ...
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Supriya39
Giga Guru
In response to Ratna Jyothi P

‎03-26-2025 12:47 AM

Classification Prediction needs the record to be saved for it to get triggered. I have tried it but doesnot work. I tried below suggestion but even that doesnt work.

 

https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-s...

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