Issue with Regression Solution Output for "Estimated Time to Resolve" Prediction

[PrasannaK031438]

Hi Everyone,

We have implemented a Regression solution for the 'Estimated Time to Resolve' (ETTR) field on the case table in ServiceNow. The ETTR card is successfully populated in the workspace, and the prediction is showing a value. However, when a case is closed, the predicted value is not updating correctly; it remains marked as "false" for the prediction result.

Is there something I'm missing or an additional configuration needed?

Thanks in advance for your help!

[HeatherSN]

Hello, PrasannaK.  What release are you on?  Support for new Regression solutions was deprecated from the WashingtonDC release:
https://www.servicenow.com/docs/bundle/washingtondc-release-notes/page/release-notes/analytics-intel...
(However, Regression solutions from previous releases should still work).

If your solution works for an admin user but not for a different user, it's possible that your issue is connected to enhanced field and table ACL enforcement, starting from Vancouver Patch 7 Hotfix 2b and WashingtonDC Patch 7. 
Check KB1949292 in the Now Support portal (must be a logged-in customer to view).  The remedy is to provide query ACLs to relevant users, such as those who close cases.  See https://www.servicenow.com/docs/bundle/yokohama-platform-security/page/administer/contextual-securit... 

[PrasannaK031438]

Hi @HeatherSN ,

Thank you for the prompt response to our query. We are currently on the Washington release, and the regression solution we are testing is in a sub-production instance. We have created the solution as part of activating the ETTR plugin and followed the steps mentioned in the documentation "https://www.servicenow.com/docs/bundle/vancouver-customer-service-management/page/product/customer-s....

The solution is working well, and the ETTR value is showing correctly in the workspace as expected. However, we are facing a major issue: once the case is closed, the prediction results for the corresponding case in the ml_predictor_results table are not updating to "true." For other types of solution records, the values are changing to "true" or "false" once the case is updated. Is there something related to the regression definition itself that might be causing this? Thanks in advance 🙂

[HeatherSN]

Would this KB article address your issue?
Check which method you are using:

predictor.applyPredictionForSolution(current, solution)

or

sn_ml.SolutionStats.recordPredictValues(outcome, solution)