Predictive Intelligence: How can I block a certain HR service from being updated

tworzala
Tera Contributor

yesterday

I have predictive intelligence on to classify the HR service correctly. It keeps incorrectly classifying one of our services and I would like to block PI from changing certain services. Is there a way to do that?

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Itallo Brandão
Mega Guru

yesterday

Hi tworzala,

This is a common scenario. Predictive Intelligence is triggered by a Business Rule (or sometimes a Flow) that runs on the Case table. To "block" PI from updating specific scenarios, the best practice is to modify the Trigger Condition of that Business Rule so it skips those records.

Here is how to do it:
1. Find the Trigger Business Rule

  • Navigate to System Definition > Business Rules.

  • Search on the Table where your cases are being created (e.g., sn_hr_core_case or sn_hr_core_case_creation).

  • Look for a rule with a name related to "Prediction", "Classification", or "Predict HR Service". (Common OOB names are like Default HR Service or Predict Field Value).

2. Add an Exclusion Condition

  • Open the Business Rule.

  • In the When to run tab (or the Filter Conditions section), add a condition to exclude the specific service you want to protect.

  • Condition: [HR Service] [is not] [The Service You Want to Block]

3. Best Practice: Prevent Overwriting

  • Usually, we only want PI to predict if the field is empty. Ensure your Business Rule condition also includes:

  • AND [HR Service] [is empty]

  • If this condition is present, simply manually setting the HR Service during creation (or via Record Producer) will automatically stop PI from overwriting it.

By adding these conditions, the system will verify the record before calling the Predictive Intelligence API. If it matches your exclusion criteria, the prediction is skipped entirely for that case.

Hope this helps you regain control over that service!

If this response helps you achieve your requirement, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

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