IAR for HR not working

[ge3]

Issue Auto-Resolution (IAR) for sn_hr_core_case records continuously unassigns bot from target record due to AI Search not finding results.

After setting up IAR for HR on sn_hr_core_case on GI as HR service, upon submission of case from portal, the HR bot is assigned to the case for a second and unassigns immediately, What else needs to be configured?

[Shruti]

Hi

IAR criticality model analyzes the short and long description of the case and determines whether the case is critical enough to pass onto an agent or present the user with knowledge article or catalog item recommendations

For General inquiry HR service, case short description contains general inquiry which satisfies exit condition because of high predicted criticality.

Can you remove short description from predicted fields and try to put some meaningful text under 'what is your question' while submitting general inquiry form

[ge3]

Still not working i am using 2 instances now where 1 is OOB. I removed short desc as suggested. Still not producing any recommendations. I  also trried removing the criticality in Exit condition. it still does this. Any more thoughts?

[Shruti]

1. Navigate to System Applications -> Application Restricted caller access. Make sure all are allowed

2. Navigate to sys_cs_auto_resolution_context.LIST Check the task processing state reason. Can you share screenshots of recent records 

3. Also select subject person as requester

[ge3]

 I changed what are suggested, still same. see record reasons below

Case looks like this: