Auto-case creation from an email

  • Release version: Zurich
  • Updated August 7, 2025
  • 2 minutes to read
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    Summary of Auto-case creation from an email

    Auto-case creation from email enables automatic categorization of HR cases submitted via email, allowing for faster response times and improved case resolution. It is designed for use with HR Professional and HR Enterprise packages when the HR Service Delivery and Predictive Intelligence applications are activated.

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    Key Features

    • Automatic Categorization: Emails sent to the HR general address are initially logged as general inquiries and then automatically categorized based on their content using Predictive Intelligence.
    • Predictive Model Training: The system auto-trains a predictive model to categorize incoming HR cases, which is based on the email's subject line and body.
    • Configuration Options: Users can disable this feature through HR Administration if not desired.
    • Active Components: The solution includes specific definitions and business rules that facilitate the prediction of the HR service based on email input.

    Key Outcomes

    With proper configuration, HR cases submitted via email are automatically routed to the correct HR service, enhancing operational efficiency. Users can verify the accuracy of the case categorization by testing the solution with real email submissions. To ensure the predictive model is effectively trained, certain conditions must be met, such as having sufficient case records and the necessary plugins installed. If conditions are not met, manual configuration and training are required.

    Automatically categorize HR cases submitted by email. Auto-case creation allows for a faster response time and better case resolution for employees.

    HR cases can be created via email, phone, or a self-service Service Portal such as the Employee Service Center. By default, an email sent to the general address for HR requests is created as a general inquiry case. An HR agent then has to review and manually recategorize it to the appropriate HR service. With Predictive Intelligence, a predictive model is auto-trained to categorize HR cases submitted by email. The email is routed to the appropriate HR service based on the subject line and body.

    Note:
    This feature is available with the HR Professional and HR Enterprise packages when you activate the HR Service Delivery and Predictive Intelligence applications. If you do not want to use this feature navigate to HR Administration > Application Properties and disable the Enable HR Case auto categorization property.

    On instances where both Predictive Intelligence and HR Service Delivery are active, the following solution definition and business rule are available to use.

    Table 1. Solution Definitions and Business Rules (Active)
    Solution Definition Description
    HR Case Categorization Predicts the HR service from the Short description and Description.
    Table 2. Business Rules and Tables (Active)
    Business rule Table Description
    Predict COE, Service after insert HR Case [sn_hr_core_case] Generates prediction results for active HR Service Delivery solutions. Runs when a new HR case record submitted by email is inserted.
    By default, the solution definition is configured and the predictive model is auto-trained when the following conditions are met. Auto training happens based on the frequency configuration of solution definition.
    • The Human Resources Scoped App: Core (com.sn_hr_core) plugin is installed.
    • The Predictive Intelligence (com.glide.platform_ml) plugin is installed.
    • There are 10000 records of HR case study matching the filters defined in the solution definition.
    • The glide.platform_ml.auto_training.enabled system property is set to true.
    When any one of the preceding conditions is not met, you must manually configure the solution definition and train the predictive model from the HR AI configuration module. If you use domain separation in your instance, you can define the solution definition to use for each domain by creating additional configuration records. See Configure the HR solution definition and domain for more information.

    Once your solution definition is trained, you can test the solution prediction by sending emails to the general email address for HR requests. You can then verify that the corresponding HR cases are automatically categorized to the appropriate HR service. See Test an HR solution prediction for more information.