Predictive Intelligence API

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 4 minutes de lecture

    • The Predictive Intelligence API provides endpoints that predict a field value based on one or more input fields and a trained solution.

    You can only use this API when the Predictive Intelligence (com.glide.platform_ml) plugin is activated.

    Predictive Intelligence - GET /agent_intelligence/solution/{solution_name}/prediction

    Predicts an output field value using a specific solution.

    URL format

    Default URL: /api/now/agent_intelligence/solution/{solution_name}/prediction

    Supported request parameters

    Tableau 1. Path parameters
    Name Description
    solution_name Name of solution to use for predictions. For example, ml_incident_categorization.

    Data type: String
    Tableau 2. Query parameters
    Name Description
    Solution definition input field key-value pair Name-value pair of the solution input field. For example, enter the name: short_description and the value: Unable to connect to VPN.

    Data type: String
    Tableau 3. Request body parameters (XML or JSON)
    Name Description
    None

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Tableau 4. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Tableau 5. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Tableau 6. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Element Description
    input Name-value pairs that were specified as input to the call.

    Data type: Object
    output Predicted outcome values based on the specified solution.

    Data type: Object

    "output": {
  "confidence": Number",
  "outcome": "String",
  "threshold": Number"
}
    output.confidence Estimated precision of the prediction as a percentage. For example, 53.84615375762915.

    Data type: Number
    output.outcome Prediction output field value. For example, an incident categorization solution would return an incident category such as inquiry.

    Data type: String
    output.threshold Value of the configured threshold associated with the prediction.

    Data type: Number

    Sample cURL request

    curl "https://instance.service-now.com/api/now/predictive_intelligence/solution/ml_incident_categorization/prediction?short_description=unable%20to%20connect%20to%20VPN" \
--request GET \
--header "Accept:application/json" \
--user "username":"password"

    {
  "result": {
    "input": {
      "short_description": "unable to connect to VPN",
      "api": "api"
    },
    "output": {
      "outcome": "inquiry",
      "confidence": 53.84615375762915,
      "threshold": 5
    }
  }
}

    Predictive Intelligence - GET /agent_intelligence/solution/prediction

    Returns predictions for multiple solutions.

    Remarque :
    Outcome result objects are grouped by solution name and sys_id in the format result.<solutionname>.<sys_id>.[{ <result1> },{ <result2>}].

    For customization information, see MLSolutionFactory scriptable objects.

    URL format

    Versioned URL: /now/{api_version}/agent_intelligence/solution/prediction

    Default URL: /now/agent_intelligence/solution/prediction

    Remarque :
    Available versions are specified in the REST API Explorer. For scripted REST APIs there is additional version information on the Scripted REST Service form.

    Supported request parameters

    Tableau 7. Path parameters
    Name Description
    api_version Optional. Version of the endpoint to access. For example, v1 or v2. Only specify this value to use an endpoint version other than the latest.

    Data type: String
    Tableau 8. Query parameters
    Parameter Description
    input_filter Required parameter if input_table is used, don't use this parameter with input_maps parameter. Filter to select records on which to run predictions. For example:
    sys_id 0ef47232db801300864adfea5e961912

    Data type: String
    input_maps Required unless using input_table parameter. Array of input name-value pairs. For example: 
    [{"short_description":"my email is not working"}, {"short_description":"need help with password"}]

    Data type: Array of Objects
    input_table Required unless using input_maps parameter. Table name on which you want to run predictions. For example:
    incident

    Data type: String
    options JSON object with optional arguments. For example:
    {"top_n" : 5, "apply_threshold":false}
    Valid options:
    • top_n: Number. If provided, returns the top results, up to the specified number of predictions.
    • apply_threshold: Boolean. Checks the threshold value for the solution and applies it to the result set. The threshold value is solution threshold for similarity or class-level threshold for classification. Default value is true.
    • custom_results_filter: String. Similarity solutions only. Specifies the allowed set from which results are returned using an encoded query.

    Data type: Object
    solution_names Required. Comma-separated list of solution names for which you want to run predictions. For example:
    ml_incident_categorization,ml_incident_assignment

    Data type: String
    Tableau 9. Request body parameters (XML or JSON)
    Name Description
    None

    Headers

    The following request and response headers apply to this HTTP action only, or apply to this action in a distinct way. For a list of general headers used in the REST API, see Supported REST API headers.

    Tableau 10. Request headers
    Header Description
    Accept Data format of the response body. Supported types: application/json or application/xml.

    Default: application/json
    Tableau 11. Response headers
    Header Description
    None

    Status codes

    The following status codes apply to this HTTP action. For a list of possible status codes used in the REST API, see REST API HTTP response codes.

    Tableau 12. Status codes
    Status code Description
    200 Successful. The request was successfully processed.
    401 Unauthorized. The user credentials are incorrect or have not been passed.
    404 Not found. The requested item wasn't found.
    500 Internal server error. An unexpected error occurred while processing the request. The response contains additional information about the error.

    Response body parameters (JSON or XML)

    Element Description
    confidence Value of the confidence associated with the prediction. For example, 53.84.

    Data type: Number
    predictedSysId The sys_id of the predicted value. Results can be from any table on which information is being predicted.

    Data type: String
    predictedValue Value representing the prediction result.

    Data type: String
    threshold Value of the configured threshold associated with the prediction.

    Data type: Number

    Sample cURL request

    curl "http://instance.servicenow.com/api/now/agent_intelligence/solution/prediction?input_table=incident&input_filter=sys_id%3D0ef47232db801300864adfea5e961912&solution_names=ml_incident_categorization%2Cml_incident_assignment&options=%7B%22top_n%22%20%3A%202%2C%20%22apply_threshold%22%3Afalse%7D" \
--request GET \
--header "Accept:application/json" \
--user "username":"password"
    {
  "result": {
    "ml_incident_categorization": {
      "0ef47232db801300864adfea5e961912": [
        {
          "confidence": 29.12211732875455,
          "threshold": 15,
          "predictedValue": "Email",
          "predictedSysId": ""
        },
        {
          "confidence": 19.08583525847071,
          "threshold": 14,
          "predictedValue": "Platform Performance",
          "predictedSysId": ""
        }
      ]
    },
    "ml_incident_assignment": {
      "0ef47232db801300864adfea5e961912": [
        {
          "confidence": 5.782322543467415,
          "threshold": 5,
          "predictedValue": "IT Finance CAB",
          "predictedSysId": "5f63e48fc0a8010e00eeaad81cd4dd37"
        },
        {
          "confidence": 5.303589009246953,
          "threshold": -1,
          "predictedValue": "NY DB",
          "predictedSysId": "5f74727dc0a8010e01efe33a251993f9"
        }
      ]
    }
  }
}