Predictive intelligence- ServiceNow

[Alpha_K]

Hi All,

I have received a requirement in the incident Form to create a New category as " Password Reset" 

when category is password Reset then the sub category is given as 1. Active Directories 2.MFA .

Then type is also given as Password Reset.

when category is subcategory is selected as above then Four Fields should be visible on the form and it should be mandatory . The four fields are 1. Employee Number 2. User ID 3. Employee email 4. Manager name

when user fills in for the first time then save the record then it should go as read only.

I was able to bring it all these until record saved but after that predictive intelligence is changing the value of category and subcategory type based on the prediction .

How to exclude the particular category and subcategory.

I have checked the ML Solution related links --> Exclude option was not visible for me as the solution is already being trained and published.

Is there any other way that this can be exclude?

can someone please suggest whether  Predictive intelligence should be disable for this particular requirement?

[nityabans27]

Steps to handle Password Reset category with Predictive Intelligence

**Option 1 (Best Practice – Long Term)**

1. Clone your ML Solution.
2. Add a **Dataset Filter** → `Category != Password Reset`.
3. Retrain the model.
4. Publish the new solution.
👉 PI won’t touch `Password Reset` tickets anymore.

---

**Option 2 (Quick Fix – Workaround)**

1. Create a **Before Update Business Rule** on Incident.
2. Condition → `Category = Password Reset`.
3. Script → force back `Category`, `Subcategory`, `Type` to previous values.

```js
if (previous.category == 'password_reset') {
current.category = previous.category;
current.subcategory = previous.subcategory;
current.type = previous.type;
}
```

👉 Even if PI overwrites, your BR restores it.

---

**Option 3 (Configurable Alternative)**

1. Go to **ML Solution → Solution Mapping**.
2. Add a condition: **Category != Password Reset**.
3. Save.
👉 PI won’t run for Password Reset tickets.

If you find this answer useful please accept it as solution and mark it helpful.
Thanks and regards

Nitya Bansal

[Dr Atul G- LNG]

Hi @Alpha_K 

SN provide OOTB password Reset as category from Yokohama version onwards.

[Alpha_K]

Hi @Dr Atul G- LNG ,

Thankyou for providing me the suggestion . Yes I have checked in my PDI . Password rest is ooo configuration in yokohama version . currently I have checked my customer instance where I can seeing for language fq only its by default.

[Dr Atul G- LNG]

Hi @Alpha_K 

Please check the translations — they must be provided for all languages.
If that’s missing, this could easily be the cause of the issue.