How to activate predictive intelligence/ML, to ensure correct category is mapped to case

[Daniel R2]

Hi,

On our current project, when an email is sent from an external user, a case is created in servicenow.
However at the moment, when the cases are created, the category field is automatically set to --None-- and then the agent is required to change the category based on the details in the created case.

How can we activate predictive intelligence/machine learning, so that when a case is created via an external email, the category field is automatically populated to a relevant category instead of --None--

[Pavankumar_1]

Hi @Daniel R2 ,

Not sure about the ML solutions PI Workbench but you can refer below.

https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/itsm-predictive-int...

[Pavankumar_1]

Hi @Daniel R2 ,

If my response helps you to resolve the issue close the question by Accepting solution and hit thumb icon. From Correct answers others will get benefited in future.