---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Estimated time to resolve a case

# Estimated time to resolve a case {#ariaid-title1}

Release version: Australia  
Updated July 16, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Machine learning in Customer Service Management helps with case resolution by predicting
the estimated time to resolve a case.  
Note:  
Support for creating new regression solutions was deprecated in the Washington DC release. You can train and edit any existing solutions, but you can't initiate new ones. The following information is provided for legacy context. For more information see [Create and train a regression solution](https://www.servicenow.com/docs/access?context=create-regression-solution&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
Machine learning predicts the estimated time to resolve a case (ETTR) based on attributes of a case such as its short description, category, priority, and assignment group. For more information about configuring the machine learning regression definition for ETTR, see [Configure the default estimated resolution time](https://www.servicenow.com/docs/mnoNomS0gdGknl7VB0yTtQ "The Estimated Time to Resolve a Case regression definition is available by default. You can modify the default values of case fields, the case timeline, and the training frequency.").

## Activation {#ettr__section_kcq_w4p_nnb}

This feature is available with activation of the Predictive Intelligence for Customer Service Management plugin (com.sn_csm_ml). For more information, see [Install Predictive Intelligence](https://www.servicenow.com/docs/access?context=install-predictive-intelligence&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

Agents must activate the Time to resolve ribbon component, which displays the ETTR, to view it in the CSM Agent Workspace or in the CSM Configurable Workspace. For more information, see [Display the time to resolve ribbon component](https://www.servicenow.com/docs/v79wnuLU0g_kl4U~tpRfIg "Activate the ETTR Experience Card so that you can display the time to resolve ribbon component in your CSM workspaces.") and [CSM Configurable Workspace form ribbon and components](https://www.servicenow.com/docs/zQmST1DIHsZH6pXPTqaSQQ "The form ribbon provides includes components that display relevant information about a case and provide agents with a quick overview of the case details. These components can include a contact or consumer summary, a timeline, and SLA details.").