Set category on incident using predictive intelligence

[Prudhvi Raj Y]

Hello Team,

I am looking out for code to implement predictive intelligence on incoming incident, when an incident is getting created want to auto fill the category on the form, can someone please provide some inputs on how to go ahead.

Thanks in advance,

Prudhvi

[Tom Sienkiewicz]

There is a ready template for that in the Predictive Intelligence.

There you go:

https://docs.servicenow.com/en-US/bundle/sandiego-it-service-management/page/product/itsm-predictive...

[Prudhvi Raj Y]

Hi,

Thanks for the response, I tried to use the template but unfortunately I am not able to see the incident related templates on my instance even after enabling the required plugins, please let me know if anything is missing?

Regards,

Prudhvi

[Lener Pacania1]

That template assumes you are using Predictive Intelligence Workbench to train and implement.  If you created your classification solution by going to all > predictive intelligence > classification > solution definitions and followed the 4 steps to create and train and classification solution then you can either implement using (1) javascript or (2) flow designer. 

If want to use javascript, you can call predictive intelligence from a business rule, UI Action/Macro.

This article has code for the business rule.  Alternatively, there should also be a OOTB business rule (I think it's called predict incident) on your instance which looks at all active PI solutions and executes them.

If you want to use flow designer, there is a course on NowLearning. Just search for K21 and search on for "K21 Accelerate Incident Resolution for Agents using AI/ML and Flow Designer".