How to only predict category IF the category field is empty

qprinsloo · ‎11-09-2023

I'm working on enabling predictive intelligence on some of our incoming incidents reported. However, there are instances where the category may be set already on incident submission. After incident creation/submission the classification solution then sometimes changes the category already set on the incident. This is not desired. Is there a way to configure the solution to only attempt to predict the category IF the category field is empty? So for any incidents where the category is not empty, do not predict.

Tai Vu · ‎11-09-2023

Hi @qprinsloo

How currently the Category field is being set by the ML Solution in your instance?

I guess there's obviously a Business Rule or Client Script, which is handling it.

You can leverage the APIs in ServiceNow Predictive Intelligence to control the way of auto-populating the Category.

MLSolution - Global

MLSolution

Example

var mlSolution = sn_ml.MLSolutionFactory.getSolution("ml_incident_categorization");

var inputGR = new GlideRecord("incident");
inputGR.get("0ef47232db801300864adfea5e961912");

mlSolution.applyPrediction(inputGR);

So basically, you just need to check if the Category is empty then we fill it, otherwise just ignore it.

Cheers,

Tai Vu

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qprinsloo · ‎01-19-2024

@rmeadows1116 we don't currently use sub categories. Here is the list of what we currently use minus 1 that was recently removed and not applicable anymore. I will caution that with working on getting to a point where we are able to leverage PI to set category, we have found that our data is far from perfect and needs a lot of improvement still. However, that said they are below.