Forum Posts
Catalog items are not appearing in Search results using AI search when using language translation
We have enabled language translation and AI search in our instance. I have activated few languages manually in sys_languages table, instead of activating language packs. This is because we have language packs available for limited number of languages...
Resolved! Retired articles are visible in Employee Service center Portal
Hi all, In Employee Service Central portal (ESC), we are using AI search as a search engine. In this we are facing one glitch that, when we searched the retired knowledge article it is appearing in the portal but as per the configuration it should no...
multiple solutions for same table
Good morning!new to Predictive intelligence and was trying to figure out what PI solution to would used if you have 2 definitions with active solutions that have conditions that matches.will it evaluate scoring in both and pick the highest?
Resolved! Target Table requirements
Good afternoon, We are in the early stages of starting to use Document Intelligence. While creating a use case, we noticed that there is a need to specify a target table to store the extracted values, such as: Account number, Service Address, Invoice...
Resolved! Can we extract fields from document to one target field using Document intelligence ?
Hi everyone, I'm new on the journey to discover power of Automation Engine and I'm trying to practice the Document Intelligence Tool.Following the document intelligence solution and documentation, after configuring use case - keys, ..etc.. based on ...
Resolved! Predictive Intelligence recall definition
Can someone give me a detailed definition of what recall means in Predictive Intelligence? I've gone over the docs, blogs, community postings and about the best thing I can find is: Percentage of false positives captured Is that all there is too it? ...
Predictive Intelligence-Regression Framework Issue
Hi,I trained the Regression solution to predict the Resolve Time of an Incident using Short Description and linked it with the system using the before insert business rule, but I received an error message stating that "applyPredictionForSolution(gr, ...
Resolved! AI Search and field settings and mapping
Hello All,Would be possible to help and answer questions below. I just started exploring AI Search and cannot find info for these questions:1. AI Search indexed source:- how often the indexing happens?- could i temporary turn it off? (how?) - If we h...
AI Search Results Routing to Incorrect Knowledge View
When using AI search for Knowledge in the ESC, results for knowledge matches are routed to:esc?id=form&table=kb_knowledge&sys_id=instead of the expected:esc?id=kb_article&sys_id= We have checked our AI Search Results Action Configuration and don't se...
Resolved! Facing an issue while creation of new incident for classification framework PI
Hi, Facing an issue while creating a new incident for a classification framework in predictive intelligence.How to sort this error message and why it occurs when we use a classification framework.Thanks in advance.
How to search for the most relevant knowledge base article via API (leveraging AI Search)?
I have a 3rd party tool in my contact center that has its own Help Desk Agent Web App independent of Service Now. We integrate it with multiple external ITSM tools. The Web App also integrates with Service Now for creating Incidents etc using th...
Resolved! Use Predictive Intelligence solution trained on one table to predict values on another table
Hi all,I've trained a classification solution on the sn_customerservice_case table to predict case type based on description and short description.On the interaction table, I have a custom field called case type. How can I use the trained solution to...
Resolved! Modifying Content Displayed in AI Search for Knowledge
I am trying to display the 'Category of the Knowledge Article', the 'Knowledge Base Name' and the 'View Count' in the search results that appear on knowledge article cards in AI search. I added these 'Table Fields' to the 'Taxonomy - Knowledge Search...
Resolved! Using Custom ML Model with Service Now Predictive Intelligence
I have a custom classification Model and would like to integrate it with ServiceNow's Predictive Intelligence.I have been reading the documentation , but could only find usage of some ML API and classes, but no where I could see if there is a way to ...