Discovering similar closed cases for HR cases

  • Release version: Yokohama
  • Updated July 31, 2025
  • 1 minute to read

    • Help an HR agent resolve the current case by displaying similar closed cases.

    Similar Closed HR Cases

    When the Similar Closed HR Cases (ml_sn_sn_hr_core_global_similar_closed_hr_cases) is configured and the predictive model is trained, the Similar Closed HR cases option is displayed on an HR case. This option displays the most relevant HR closed cases to an HR agent to help resolve the current HR case.

    Figure 1. Similar Closed HR Cases
    Similar Closed HR cases option on the Related Search Results in HR case.

    Auto training the predictive model

    The Similar Closed HR Cases (ml_sn_sn_hr_core_global_similar_closed_hr_cases) is configured and the predictive model is auto trained when all the following conditions are met:
    • The Human Resources Scoped App: Core (com.sn_hr_core) plugin is installed.
    • The Predictive Intelligence for Contextual Search (com.snc.contextual_search_ml) plugin is installed.
    • The glide.platform_ml.auto_training.enabled system property is set either set to true or absent.