Estimated time to resolve HR cases

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Estimated time to resolve HR cases

    The Estimated Time to Resolve a Case (ETTR) feature uses machine learning to predict how long it will take to resolve HR cases by analyzing similar closed cases. This prediction enhances visibility and transparency for employees, helps agents prioritize work, and provides managers with insights for SLA management and performance measurement.

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    Key Features

    • Machine Learning Prediction: ETTR uses attributes like short description, category, priority, and assignment group to estimate resolution times.
    • Configurable Solution Definition: Customers can use the default ETTR solution or modify fields, filters, and training frequency to suit their needs.
    • Multiple Access Points: ETTR values are visible in the Employee Portal, Now Mobile, Agent Workspace, Platform Case List, and Admin Case Configuration views.
    • Automatic Model Training: The predictive model trains automatically when required plugins (HR Core and Predictive Intelligence for Contextual Search) are installed and system properties are enabled.
    • System Properties and Business Rules: Several system properties control where and how ETTR data is displayed, and a business rule manages the prediction process, allowing customization per business needs.
    • Regression Model Outputs: The ETTR model provides a point estimate (ETTR in days), along with minimum and maximum estimated resolution times based on historical data.
    • Actual Resolution Time Tracking: The system records actual resolution times for cases, populated automatically for new cases and via a scheduled job for existing cases during upgrades.

    Practical Benefits for ServiceNow Customers

    • Improved Customer Experience: Employees gain transparency with clearer expectations on case resolution times.
    • Enhanced Agent Efficiency: Agents can prioritize cases better and measure their performance with data-driven insights.
    • Better SLA Management: Managers receive actionable data on estimated and actual resolution times to optimize service delivery and resource allocation.

    Implementation Notes

    • Ensure the required plugins (HR Core and Predictive Intelligence for Contextual Search) are installed.
    • Verify the system property glide.platformml.autotraining.enabled is set to true to enable automatic model training.
    • Run the Populate Actual Resolution Time job once after an upgrade to backfill historical data.
    • Adjust system properties and business rules to tailor ETTR display and prediction confidence levels as needed.

    Determine the Estimated Time to Resolve a Case (ETTR) for a case by analyzing similar closed cases in the past for better visibility and transparency.

    Machine learning predicts the estimated time to resolve a case (ETTR) based on attributes of a case such as its short description, category, priority, assignment group, and so on. For more information about configuring the machine learning regression solution definition for ETTR, see HR PIWB template: Recommend estimated time to resolve

    To make predictions, you can use the existing ETTR solution definition or change some of the default settings such as the fields, a filter, and the training frequency.

    By analyzing the resolution time for similar closed cases in the past, the ETTR capability offers the following benefits:
    • Gives employees better transparency and set expectations on resolution time for their cases.
    • Helps agents in prioritization of work and measure performance.
    • Provides data that can help managers with insights into SLA management and estimated time to resolve for cases.

    ETTR for HR Cases

    On configuring Estimated HR Case Resolution Time (ml_sn_sn_hr_core_global_hr_case_resolution_time) and training the predictive model, you can see the HR Case Resolution Time option. See the Estimated time to resolve value from:
    • Employee portal view and Now Mobile view
    • Agent workspace
    • Platform view with a list of cases
    • Case configuration view for admins
    For more information, see Viewing ETTR predictions

    ETTR predictive model

    The Estimated HR Case Resolution Time (ml_sn_sn_hr_core_global_hr_case_resolution_time) 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 to true.
    Business rules and system properties
    Verify the following system properties and business rules:
    • Use or configure the following system properties and corresponding values to display the ETTR values per your requirement:
      • ml_sn_sn_hr_core.COE_ETTR_display_agent
      • ml_sn_sn_hr_core.COE_ETTR_display_employee
      • ml_sn_sn_hr_core.estimated_resolution_time_confidence_level
    • Use or configure the Predict Estimated Resolution Time business rule per your business needs.

    ETTR model

    Regression solutions such as ETTR enable you to predict a point estimate and prediction interval. This capability informs the agent, employee, and service owners on the estimated resolution time for a case based on the time taken to resolve similar issues historically.
    • Actual resolution time: Stores the actual time of resolution of a particular case. This field stores the resolution time from opening to closing of the case.
      Note:
      When you upgrade, run this Populate Actual Resolution Time schedule job once for populating the actual resolution time for existing HR cases. For all upcoming cases, the business rule Populate Actual Resolution Time automatically generates the resolution time.
    • Max ETTR: Indicates the maximum estimated resolution time in days for case completion. Estimate is based on the time taken for resolving similar HR cases.
    • Min ETTR: Indicates the minimum estimated resolution time in days for case completion. Estimate is based on the time taken for resolving similar HR cases.
    • ETTR in days: Stores the point estimated resolution time in days for case completion.