Update cases with missing field predictions
task brazil Updated Sep 10, 2026 1 min read agent-intelligence-update-case.md
View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature.
Before you begin
Role required: sn_customerservice_agent, sn_customerservice_manager or admin
About this task
In the event that Predictive Intelligence cannot predict one or more case attributes for a case, customer service agents and administrators can update this information after a case is created. For example, the short description might not include enough detail to make a prediction.
Procedure
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Navigate to All > Customer Service > Cases > Cases Skipped by Predictive Intelligence.
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Select a case from the list.
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Provide the missing information and click Update.
34 lines · 1.4 KB
--- title: Update cases with missing field predictions description: View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/agent-intelligence-update-case.html release: brazil topic_type: task last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Predictive Intelligence for case management, Machine learning solutions, Implement Intelligence, Configure, Customer Service Management] --- # Update cases with missing field predictions View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature. ## Before you begin Role required: sn\_customerservice\_agent, sn\_customerservice\_manager or admin ## About this task In the event that Predictive Intelligence cannot predict one or more case attributes for a case, customer service agents and administrators can update this information after a case is created. For example, the short description might not include enough detail to make a prediction. ## Procedure 1. Navigate to **All** > **Customer Service** > **Cases** > **Cases Skipped by Predictive Intelligence**. 2. Select a case from the list. 3. Provide the missing information and click **Update**.
| title | Update cases with missing field predictions |
| description | View the list of open cases for which the prediction of category, priority, or assignment group was skipped by the Predictive Intelligence feature. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/agent-intelligence-update-case.html |
| release | brazil |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Predictive Intelligence for case managementMachine learning solutionsImplement IntelligenceConfigureCustomer Service Management |