Predictive Intelligence

[poonamv]

Hi All/ @Ankur Bawiskar 

We have trained the OOB "Similar Open Incidents" and "Similar Resolved Incidents"  PI solutions and are displayong in the SOW,so that it will be helpful for Agents.But I need to give an agents the option to directly copy the resolution notes in the More action(three dots) as shown in screenshot.

How can we do that .

And also can anyone suggest about the trend and recommendation for the above use case.

Thanks in Advance

[miftikhar20 · Accepted solution]

Hi @poonamv , 

One option is to automatically generate the resolution notes for an incident on demand using the Now Assist context menu, check this doc for more info: https://www.servicenow.com/docs/ja-JP/bundle/zurich-it-service-management/page/product/now-assist-it...

But If you want to enable copying, you’d likely need to build a custom solution. One approach could be to reverse-engineer the AI module to understand the card configuration, displayed fields, and available UI actions. Based on that, you could add a custom UI action to fetch the sys_id of the suggested record, then use a Glide query to retrieve its resolution notes, and populate them into the current record. It’s a bit of a heavy lift, but you can try.

Thanks & Regards,
Muhammad Iftikhar,
If my response helped, please mark it as the accepted solution so others can benefit as well.