Now Assist Custom Skill – Predictive Intelligence returning empty {} for Issue Priority Prediction

[mohdhashir]

Hi ServiceNow Community,

I’m building a Now Assist Custom Skill that uses Predictive Intelligence (Workflow Classification) to auto‑predict the Priority field on GRC Issues (sn_grc_issue).

Everything appears correctly configured but the tool is returning an empty {} response.

Set Up:

Predictive Intelligence Solution

• Table: sn_grc_issue
• Input field: description
• Output field: priority
• Filters:
  • Description is not empty
  • Priority ≠ “5 - Planning”
• Training records: ~707
• Status: Solution Complete
• Metrics:
  • Precision: 80.1
  • Recall: 73.53
  • Coverage: 95.63

Now Assist Skill Configuration

• Created a custom Now Assist skill and added the Predictive Intelligence tool using the standard setup configuration.

Tool Configuration:

• Solution: Issue Auto Predict Priority (matches deployed solution)
• Input mapping:
• Skill input variable (Issue Description) → mapped correctly to the Predictive Intelligence tool input description (string)
• Top N Results: 1

Problem :

• Request tab shows description + top_n being passed correctly 
• Tool executes successfully (no errors) 
• But Response tab returns {} (empty)
  • No predicted priority
  • No confidence
  • No classification result
• Solution is active and trained
• Input mapping is working end-to-end
• However, prediction output is not being surfaced back to the skill

Any guidance or examples would be greatly appreciated 🙏

Thanks in advance!