Estimated time to resolve a case

---
title: Estimated time to resolve a case
description: Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/ettr.html
release: brazil
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Machine learning solutions, Implement Intelligence, Configure, Customer Service Management]
---

# Estimated time to resolve a case

Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.

Machine learning predicts the estimated time to resolve a case \(ETTR\) based on attributes of a case such as its short description, category, priority, and assignment group. For more information about configuring the machine learning regression definition for ETTR, see [Configure the default estimated resolution time](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/ettr_configure.md).

## Activation

This feature is available with activation of the Predictive Intelligence for Customer Service Management plugin \(com.sn\_csm\_ml\). For more information, see [Install Predictive Intelligence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/intelligent-experiences/install-predictive-intelligence.md).

Agents must activate the **Time to resolve** ribbon component, which displays the ETTR, to view it in the CSM Agent Workspace or in the CSM Configurable Workspace. For more information, see [Display the time to resolve ribbon component](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/ettr-activate.md) and [CRM Workspace form ribbon and components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-agent-workspace-ribbon.md).