---
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/australia/customer-service-management/agent-intelligence-update-case.html
release: australia
topic_type: task
last_updated: "2026-03-12"
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**.