Predictive Intelligence Workbench integration and customization

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Predictive Intelligence Workbench uses scripted extension points to integrate a trained use case model for prediction.

    Important:

    Starting with the Xanadu release, ITSM Predictive Intelligence Workbench is being prepared for future deprecation. It will be completed deprecated and will no longer be supported from the Yokohama release. To get the latest experience for this functionality, you must install the Task Intelligence for ITSM application (com.snc.itsm_ml_task) plugin. For more information, see Task Intelligence for ITSM

    For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Scripted extension points for trained use case integration implementation

    The scripted extension point is PIWBPredictionProcessor​ and PIWBPredictionProcessor_incident​ is the default implementation of PIWBPredictionProcessor​​ for the Incident [incident] table. PIWBPredictionProcessor_incident​ runs all the predictions for integrated incident-related use case models.

    Customizing default implementation

    If you want to customize the default implementation, you can modify the PIWBPredictionProcessor_incident​ script. The business rule PIWB Prediction – Incident on the Incident table calls the PIWBPredictionProcessor_incident​ script for predictions. For details about scripted extension points, refer to Using extension points to extend application functionality.