Sensitivity detection filters mapping

The sys_gen_ai_filter table includes eight out-of-the-box filters that determines which topics are regarded as sensitive. Each filter is mapped to an HR service that is used to create a case and a chat queue.

The filter to service and queue mapping is set by the getFilterMetaData function in the SensitivityDetectionVAUtilSNC script.

To modify the HR service used to create a case, update the HR service sysid that is associated to the filter in the filterMap object of the function.

To modify the live agent chat queue, update the text that is associated to the queueType object. The value is used to set the liveagent_esc_pre_chat_category.

Modify the condition that is associated with your awa_queuerecord so that you can check the value in this field.

Filter HR Service Queue Compensation and Career Advancement Request accommodation Employee relations Employee Health Concerns Request accommodation Employee relations Employee Personal issues Report misconduct Employee relations Ethics, Safety, and Employee Behavior and workplace practices Report misconduct Employee relations Performance, evaluation, and Support Concerns General General Termination disputes & Layoff Concerns Request accommodation Employee relations Workplace misconduct: Workplace harassment, Violence, and discrimination Report misconduct Employee relations Workplace Substance Abuse and Support Report misconduct Employee relations

Parent Topic:Reference for ServiceNow Otto for HR Service Delivery (HRSD)