I’ve built a classification solution that predicts category, subcategory, case type, and assignment group. This solution works perfectly for Team A.
Now, I’ve created a separate implementation of the same solution for Team B. Under the Classic UI, everything works fine for both teams. However, when I run the prediction in the SOW (Service Operations Workspace) for Team B, things get messy.
Even though I created separate client scripts and script includes for each team, including a dedicated client script for Team B in SOW, I noticed that when I run a prediction in SOW for Team B, the prediction runs twice. What’s actually happening is that it first runs the prediction logic that was originally built for Team A, and gives results based on that logic. Then, it seems to run the correct Team B prediction.
But here’s the kicker: if I deactivate the SOW client script that was built for Team A, then the Team B prediction works perfectly in SOW—just once, and with the right logic.
So basically, the SOW prediction for Team B is still triggering Team A’s logic, even though I’ve separated out everything for each team.
