Predictive Intelligence - how to ignore predicted value in specific case?

[Mike50]

Hello Community,

I am looking for the advice regarding Predictive Intelligence implementation.

I am using PI to predict the Assignment Group for the Incident based on the Short description of the Interaction. However, in some cases (e.g. when Child Incident is being created), I want to force the specific Assignment Group.

Desired logic is quite simple:

• If 'Parent Incident' is empty -> predict the Assignment Group
• Else -> set the specific Assignment Group (e.g. 'X Group')

Could you please advise what would be the best way to achieve this?

Thank you in advance for your help!

[Lener Pacania1 · Accepted solution]

You can call any Predictive Intelligence model via JavaScript using the ML API or Flow Designer (pseudo logic below). You would need to figure out the logic to check if parent incident is empty.  If you're more comfortable with using JavaScript and Glide then you may want to use the ML_API, for reference  an example of using JavaScript to call a classification model is at the bottom of this community article; you can modify this code with if..then logic.  This is just guidance, maybe another community member can share the exact logic to check if the parent incident is empty. HTH -Lener

[Mike50]

Thank you Lener!