How to skip Predictive Intelligence for incidents created via Inbound Actions

[marcelorcorreia]

Hello experts,

I am getting my feet wet using Predictive Intelligence. 

We currently have a set of scripted Inbound Actions that set Category values for our incidents created via email. 

However, since we enabled Predictive Intelligence, the values are getting set by PI instead of our Inbound Action scripts. 

I'm looking for ways to avoid having incidents created via Inbound Actions getting their category value predicted and set by PI.

Thank you,

Marcelo Correia

[AshishKM]

Hi @marcelorcorreia , 

Try to find the PI solution definitions and update the filter condition like below.

-Thanks,

AshishKM

[marcelorcorreia · Accepted solution]

I found that we have a set of business rules that call the specific solutions.  I added conditions to the business rules and that took care of the issue.