Clarification on Recommended Actions for Predictive Intelligence Similar Incidents

sharmarohit
Tera Contributor

3 weeks ago

Hi All,

 

I’m trying to validate my understanding of the OOB Predictive Intelligence Similar Incident recommended actions.

My understanding is:

Link Incident as Parent

  • Sets the selected similar incident as the Parent Incident.
  • Makes the current incident the Child Incident.
  • Aligns the current incident state with the Parent Incident state.

Copy Resolution Notes

  • Copies the Resolution Notes from the selected similar incident.
  • Also sets the selected similar incident as the Parent Incident.
  • Aligns the current incident state with the Parent Incident state.
  • If the Parent Incident is Closed or Canceled, the current incident state remains unchanged.
  • The Resolution Code is copied only when the Parent Incident is Resolved.

Could someone please confirm whether this is the correct OOB behavior?

 

Happy to be corrected if my understanding is not accurate.

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Aravind2799
Tera Expert

3 weeks ago

 

Hi,

Your understanding of Link Incident as Parent matches what I've seen. The part I'd separate out is where the state alignment comes from, because I think that explains most of what you're observing with Copy Resolution Notes too.

 

Two separate mechanisms are at work

  1. The recommended action itself writes to the current incident: setting the parent incident, and for Copy Resolution Notes, copying the resolution notes (and code, where applicable).
  2. The OOB parent/child incident logic on the incident table handles state. When a parent is resolved, children are resolved with it, and resolution details flow down to them. So once an action sets a parent, the child's state behaviour is driven by those incident business rules, not by the recommended action alone.

That's why "aligns with parent state," "unchanged if the parent is Closed or Canceled," and "resolution code copied only when the parent is Resolved" can look like features of the action when they're really a result of how the parent/child rules handle each parent state.

How to confirm on your release

  • Recommended action definitions: In Service Operations Workspace, the similar incident actions are configured as recommended actions in the Predictive Intelligence / Agent Assist configuration. Open the action records and follow them to the script or flow they execute. That shows you exactly which fields each action writes.
  • Parent/child rules: On the incident table, review the business rules that run on state change of a parent and update child incidents. Check their conditions for Resolved versus Closed versus Canceled.
  • Customizations: Compare both against OOB (version history or "compare to baseline"). If anything was modified, the behaviour you're seeing may not be OOB.

Quick test matrix

On a sub-production instance, run each action against a similar incident in each parent state (In Progress, Resolved, Closed, Canceled) and record parent, state, resolution code and resolution notes on the child. Then resolve a parent after linking, to see the cascade separately from the action.

This also tells you whether Copy Resolution Notes really sets the parent in your version, or whether that came from a customization.

 

One small extra: there's a known issue where the Copy Resolution Notes button doesn't appear when the instance language is something other than English, while Link Incident as Parent still works. Worth knowing if you have multilingual agents.

If you can share your release family, I can tighten the "how to confirm" section with the exact navigation for that version.

 

Thanks

Aravind Panchanathan

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