reassigning ticket categories

[jillbutterw]

We added and removed "categories" and would like to reclassify some past tickets to the new categories without doing it manually due to the volume. Can this be done and if so, how?  Thanks!

[Medi C]

@jillbutterw 

I hope you are doing well!

Did it work ? Was my reply helpful?

[Amit Verma]

Hi @jillbutterw 

You can make use of ServiceNow Predictive Intelligence - Classification. You can train a Classification Model which will predict ticket category based on certain input parameters like short description, description etc.

Once the model is trained, you can make use of a flow to call this model via Flow Action - Classification Prediction to predict the category and make use of Update Record action to update your record. You can also call your model via Fix Script. 

Refer https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/predictive-i...

Thanks and Regards

Amit Verma