Hi Team,
I implemented Advanced Work Assignment which automatically assigns incidents to available Agents. Now we wanted to implement Predictive Intelligence in same instance of serviceNow. Using predictive intelligence, it has to predict right category, subcategory and correct assignment group for the incidents and Service Tasks. Due to Advanced Work Assignment(AWA) implementation in place already, it assigns Incidents/Service Requests to agents. But the requirement is, even before assigning to agent, PI has to predict & assign category, subcategory and Assignment group for Incidents/Service Requests. Since AWA assigns to Agents, agents are doing the job of predicting category subcategory and right assignment group. But Predictive intelligence has to do that. How to let predictive intelligence to run even before Advanced Work Assignment feature assigns Incidents/Service Requests to Agents?
