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

[tworzala]

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?

[Itallo Brandão]

Hi tworzala,

This is excellent troubleshooting. You have proven mathematically that the solution you retrained is innocent. If the service is not in the Class Confidence list, that model simply does not have the vocabulary to predict it.

This confirms there is a Second Suspect (another active solution) in your instance.

The Diagnosis: The log message Auto-categorized case with predicted COE... implies a multi-step process. In HR Service Delivery, it is very common to have layered models:

1. A Global Model on the parent table (sn_hr_core_case).

2. COE-Specific Models on the child tables (e.g., sn_hr_core_case_workforce_admin).

It is highly likely that the system is predicting the COE first, and then triggering a specific solution defined on that COE table. You likely cleaned the Global model, but the COE-specific model still remembers the "bad" service.

The Fix:

1. Navigate to Predictive Intelligence > Classification > Solution Definitions.

2. Clear your current filters.

3. Search: Filter the list where Table is sn_hr_core_case_workforce_admin (The COE mentioned in your log).

4. Check: You will likely find a separate solution definition there (e.g., ml_sn_hr_core_case_workforce_admin_service).

5. Action: Apply the same Exclusion Filter to this specific definition and Retrain it.

Alternative Check (Zombie Version): Double-check the Solutions related list on your main definition. Ensure the Active version is actually the new one (Version 2 or 3) and that the old Version 1 is Active = false. Sometimes the system doesn't auto-switch them if the training fails or warns.

Let us know if you find that hidden COE model!

Best regards,
Brandão.

[tworzala]

I checked all of this and cannot find any other solution definitions than what I already see. Also did the alternative check and that is all good. Anything else this could be?

[Kohei Tominaga1]

Hi, @tworzala 

I'm not sure whether you have created custom solution definition or are using OOTB definition, but if you are using OOTB, this Business Rule must call its solution.

sys_id = efd38810532300105354ddeeff7b128e

You can customize it to add condition as you would like.

Please mark any helpful or correct solutions as such. That helps others find their solutions.

[Kohei Tominaga1]

@tworzala 
Have you checked my suggestion?

[tworzala]

I did now. This is it. So is the recommended approach to change the business rule to call the custom solution definition I created? The business rule is calling the "Case Categorization" use case in HR AI Configurations. I have my custom solution definition linked to that. Is there something else I should do in the configuration to make sure when its predicting its looking at my custom solution definition or handle it in the business rule script?