Predictive Intelligence in incident record

[A_maity002]

Hello Team,

Details of incident creation configured in our system:

In my instance, if I created any incident record from Portal then end user must provide configuration item for the incident. Now with that configuration item we populate the other fields in incident form backend after submitting the ticket from portal.

With that configuration item, we filled these fields (service offering, business service offering, service, assignment group). These we change based on the configuration in our system (like cmdb relationship present with service offerings, offering has its parent and support group).

Predictive Intelligence implemented details:

Now I have implemented Predictive Intelligence for ITSM in incident from. Where I have created 'solution definition' for configuration item based on short description provided from end user. I have trained data with previous records also.

Now I want to populate other fields (like cmdb relationship present with service offerings, offering has its parent and support group) same as our configuration with predictive intelligence.

But it's not working only configuration item is populating based on short description. I have also created another solution for service offering but service and assignment groups are getting auto filled as per our config with Predictive Intelligence.

I could not understand the limitation of Predictive Intelligence and how it's working on any record form. Please provide me documentation of Predictive Intelligence with pros and cons. Also please advise me how I can implement this requirement with Predictive Intelligence.

Kind Regards,

Atanu Maity

[Dr Atul G- LNG]

Hi @A_maity002 

https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/predictive-i...

You can do now learning course as well.

I might be wrong , but PI is not to set the values. it is used to make predictions and decisions based on input-output data.

[A_maity002]

Hello @Dr Atul G- LNG ,

I have learned and implemented the PI in PDI as well as my work instance.

I have encountered a few issues while working on creating a classification solution in the incident table with different input and output fields. When using different input fields, an error occurs when submitting the incident ticket stating "Can't Predict {"ERROR":"Unable to predict"}, although the results are nearly correct. However, when using the same input fields, this error does not occur. My requirement is to populate the fields based on multiple input fields.

Additionally, I have implemented a similarity solution in the incident form to display KB and old incidents as resolutions for the current incident. However, I have noticed that I can only show one result at a time (either one KB or one incident). I need to be able to populate multiple resolutions based on the current incident.

Could you please provide suggestions on how to address these issues?

Kind Regards,

Atanu Maity

[Dr Atul G- LNG]

Hi @A_maity002 

https://www.servicenow.com/community/now-platform-forum/error-can-t-predict-quot-error-quot-quot-una...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0855746