Has anyone used PI on inbound emails?

[durgesh7]

I got a requirement to triage inbound emails which doesn't have enough information for a ticket to be logged. As an example, simple one liner emails like "My Share Drive access is not working", "Please provide access to my project repository" or "Form link is not working" etc without any further information. I am sure this is not something unique to us.

Just wondering how do you deal with such scenario? Is anything can be done or make system learn based on historical data to automate the response(s)? I was thinking about PIs but not too sure if that is really a use case for PI or it is a overkill. Any help would be greatly appreciated. 

Regards,

Durgesh

[Lener Pacania1]

What are you trying to predict from the inbound e-mail, the assignment group?  The short answer is yes, we do this OOTB to predict category for HR inbound emails.  So the same can be applied to ITSM. 

HTH -Lener

[D_ Barre]

As usual, the link is broken and no longer links to anything helpful. 

[Chris Shakespea]

Try https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/itsm-predictive-intel-w.... and. https://docs.servicenow.com/bundle/xanadu-employee-service-management/page/product/human-resources/t... 

[k_lutz]

Did you ever get this working for incoming emails. Our PI fires when manually creating an INC or updating but does not trigger for inbound emails.