predictive-intelligence

Predictive Intelligence for ServiceNow

Predictive Intelligence uses machine learning to automate categorization, routing, and recommendations.

PI Capabilities

Capability	Use Case
Classification	Auto-categorize incidents, cases
Similarity	Find similar records
Clustering	Group related items
Regression	Predict numeric values
Recommendation	Suggest next actions

Key Tables

Table	Purpose
ml_solution	ML solution definitions
ml_solution_definition	Solution configuration
ml_capability_definition	Capability settings
ml_model	Trained models
ml_prediction_result	Prediction results

Classification (ES5)

Configure Classification Solution

// Create classification solution (ES5 ONLY!)
// Note: Usually done via UI, shown for understanding

var solution = new GlideRecord("ml_solution")
solution.initialize()

solution.setValue("name", "Incident Category Classifier")
solution.setValue("label", "Incident Category Classifier")
solution.setValue("table", "incident")
solution.setValue("active", true)

// Capability type
solution.setValue("capability", "classification")

// Target field to predict
solution.setValue("target_field", "category")

// Input fields for training
solution.setValue("input_fields", "short_description,description")

solution.insert()

Get Classification Prediction

// Get classification prediction for record (ES5 ONLY!)
function getClassificationPrediction(tableName, recordSysId, solutionName) {
  var predictor = new sn_ml.ClassificationPredictor(solutionName)

  var gr = new GlideRecord(tableName)
  if (!gr.get(recordSysId)) {
    return null
  }

  try {
    var result = predictor.predict(gr)

    return {
      predicted_value: result.getPredictedValue(),
      confidence: result.getConfidence(),
      top_predictions: result.getTopPredictions(5),
    }
  } catch (e) {
    gs.error("Prediction failed: " + e.message)
    return null
  }
}