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...
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...
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...
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 ...
Hello everyone,I have a requirement to auto assign the assignment group of incident table, using short description in predictive intelligence.Help me with the steps or business rule / client script script that will trigger. Thanks in Advance!
If I create a report of type "List" and place it on a Dashboard, then it will be initially collapsed. The viewer must click the "Expand all groups" icon to see the details. Is there a way to configure the report so that it is initially expanded?
Hello - I've seen similar posts from others in the community but the answers within them haven't solved my seemingly very similar issue. When clicking on a case AI search result, the actual record loads on the 'sn_customerservice_case' table in the f...
We have observed that multiple entries have been created in the Predictor Results table (ml_predictor_results) for the same Source ID record (e.g., Change Request record). In one case, we have 137 predictor result records associated with the same sou...
In San Diego, we introduced the concept of the Global and Language Fallback in AIS. You can configure AI Search to apply a global fallback locale to user searches. When you enable this option, AI Search matches records in the language from the Now Pl...
Hi,I'd like to better understand the impact of mapping, for example, the "Description" field to the text index, and the "Short description" field to the title index. I've read the Field settings docs, which touch on this subject, but it's still kind ...
Hello all, As i browsed the community, i didn't find a solution to this,We enabled ai search and set it up correctly, it works fine,But we have an issue, where we are in the portal, and want to look for a catalog item with the 3 first characters, ai ...
Hi,We use knowledge bases as well as all closed tasks (or rather, Cases) as a search source for our technicians and agents, and we recently moved to AI Search when implementing the mobile app. I was wondering how I could achieve something like a part...
Hi,Having followed the steps outlined in this youtube video which covers the steps required to create a PI Classification Solution for automated assignment of assignment group and integrating this into the process using Flow Designer PI Actions. http...
In my situation one KB article will be related to multiple topics. This is needed to make the knowledge solution work with a well defined knowledge taxonomy. Is it possible to have all Topics related to a Knowledge Article show in the AI Search Face...
Hello,I have enabled AI Search on my sub-prod instance but when I try to search for an article in the Service Portal it only find irrelevant catalog items. I've indexed the knowledge tables twice (AI Search > AI Search Index > Indexed Sources > Know...
