Auto-case creation from an email

  • Release version: Washingtondc
  • Updated August 13, 2024
  • 2 minutes to read
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    Summary of Auto-case creation from an email

    Auto-case creation from emails enables automatic categorization of HR cases, enhancing response times and case resolution for employees. This feature is integrated within the HR Service Delivery and Predictive Intelligence applications, available for HR Professional and HR Enterprise packages.

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    Key Features

    • Automatic Categorization: Emails sent to the HR general address are automatically categorized as general inquiries, with the potential for auto-categorization to the appropriate HR service based on email content.
    • Predictive Intelligence: A predictive model auto-trains to categorize HR cases from email submissions, improving accuracy in routing cases.
    • Configuration Options: Users can disable auto-case categorization by navigating to HR Administration > Application Properties if desired.
    • Solution Definition & Business Rules: Predefined rules help predict HR services based on case descriptions. These include automatic predictions upon email case submissions.

    Key Outcomes

    By activating this feature, ServiceNow customers can expect:

    • Faster categorization of HR inquiries, reducing manual intervention.
    • Improved accuracy in case routing and resolution.
    • The ability to test and verify auto-categorization through real HR request emails.
    • Customization options for domain-separated instances, allowing tailored configurations per domain.

    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.

    Predictive and HRSD solution definition and business rule

    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 definition description
    Solution Definition Description
    HR Case Categorization Predicts the HR service from the Short description and Description.
    Table 2. Business rule table and description
    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.