---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Auto determination of HR service in HR Service Delivery Agent Workspace

# Auto
determination of HR service in HR Service Delivery
Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Auto determine the correct HR service for a case in HR Service Delivery
Agent Workspace. Enable an HR agent to transfer the case to the appropriate HR
service rather than having to spend significant time manually triaging cases to appropriate HR
services.  
Important:  
This feature is available with the HR Professional and HR Enterprise packages when you activate the HR Service Delivery Agent Workspace and Predictive Intelligence applications. If you do not want to use this feature, disable the sn_hr_core.case_auto_categorization system property.  
After you create the case, the HR Case Classification solution definition auto determines the HR service based on the short description of the case. The appropriate HR service for the case is displayed in a banner.  
Important:  
The banner is not displayed if:

* you have logged the case under the correct HR service
* you have manually transferred or auto-transferred the case
* case is not in the ready or draft state
{#determine-service-agent-workspace__ul_acj_41t_5lb}

## Auto training the predictive model {#determine-service-agent-workspace__section_frl_l1t_5lb}

The HR Case Classification solution definition is configured and the predictive model is auto
trained only when all the following conditions are met.

* The Human Resources Scoped App: Workspace (com.sn_hr_agent_workspace) 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.

{#determine-service-agent-workspace__ul_fpg_r1t_5lb}  
Note:  
Auto training does not happen if any one of the preceding conditions is not met. In such a case, [Manually train the HR predictive model](https://servicenow-prod.fluidtopics.net/OGz5mK5uo~6Ud6yss7mkkw "Manually train the HR predictive model if it not auto trained by default."). Navigate to the HR AI configuration module, open the HR Case Classification record, and map the manually configured solution definition.