Predictive Intelligence - Incident Assignment Questions

[Chris Doernbra1]

I have been tasked with looking into predictive intelligence to assist the help desk with assigning incidents. I have done some preliminary setup in a lower environment and I have several questions. 

1. If there are business rules or assignments rules in place that set the assignment group, will those override the predictive intelligence?

2. When training the solution, should I only include fields that would be set on the Incident when it is submitted? Ex, category and subcategory may not be set at time of creation. 

3. I can't seem to figure out how to enable it? The videos show the ability to enable them in the workbench but I am thinking those must be outdated because I don't see that option. I would like to be able to enable this in our dev environment and do some testing. 

4. One of the videos seemed to show a UI action to predict the assignment group. I am also not seeing that and I don't even see it in the UI actions table. I have all the plugins installed so I am not sure what is going on.

[Dr Atul G- LNG]

Hi @Chris Doernbra1 

1. If there are business rules or assignments rules in place that set the assignment group, will those override the predictive intelligence?

Atul:Yes, and you will receive an information message in the incident indicating that the group has been updated based on PI.

2. When training the solution, should I only include fields that would be set on the Incident when it is submitted? Ex, category and subcategory may not be set at time of creation. 

Atul:Yes, it’s best to send all required fields defined in PI so the system can use those values to build and train itself.

3. I can't seem to figure out how to enable it? The videos show the ability to enable them in the workbench but I am thinking those must be outdated because I don't see that option. I would like to be able to enable this in our dev environment and do some testing. 

Atul: please share the link so that we can see and help

4. One of the videos seemed to show a UI action to predict the assignment group. I am also not seeing that and I don't even see it in the UI actions table. I have all the plugins installed so I am not sure what is going on.

Atul: please share the link so that we can see and help

OOTB:

https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/incident-management...

check these solutions how it configured.