Hi,
I'm currently looking for a solution to one my PI conundrums and so far haven't managed to find an answer. Hopefully somebody here will have a suggestion. It's about group auto assignment.
I followed this article:https://www.servicenow.com/community/hrsd-articles/predictive-intelligence-for-hr-auto-determination... and reached the point where the banner with prediction shows up as intended, when creating an HRC.
What I'm after now is actual assignment automation, i.e. trying to figure out what I need to do in order for the model to actually replace the Assignment Group with the predicted one, rather than just give out the suggestion in the blue banner at the top of the form. Is there a functionality within the PI itself that allows for such configuration? Should it be somehow merged with auto-assignment rules? The intent is to eventually connect the PI model with e-mail autolog functionality, so that most messages arriving to HR SD are automatically logged, categorized and automatically assigned to an appropriate resolving team, while bypassing the need for Tier 1 assessment.
I'm not a developer and only recently started playing around in the PI module, so I'm probably missing something here.
All help would be appreciated.
Thanks in advance.
