Categorize based on Description in Predictive Intelligence

[reen17]

Hi All,

We have a requirement on the predictive Intelligence feature in ServiceNow, to categorize incidents (Auto populate the category and subcategory fields on the form)  based on the value input in the " Description" field in the incident form. As per my knowledge, predictive intelligences uses "Short description" field as input to auto populate the category and subcategory. I added the keywords in word corpus and created the solution definitions and submitted it for train but the ML Solutions definitions is throwing errors during training. One more query How does Machine Learning algorithm 'before' creation of Incident tickets work and whether we can utilise them. 

Please share your thoughts.

Thanks,
Reena

[ojhagargi]

Anyone got resolution for above?

[stellanknox01]

Predictive Intelligence in ServiceNow uses the Short Description field to auto-fill Category and Subcategory, not the Description field by default. To use Description, customization is needed. Training errors may be due to mismatched or insufficient data in the word corpus or solution definition. Also, ML predictions happen after incident creation, not before, unless customized.