Can we implement Recommended actions for ITSM on Incident form ?

[Ramneet Arora]

We are in the process of implementing Recommended actions for ITSM in Service Operations Workspace (for Incident Management).
I wanted to check if Recommended actions for ITSM (particularly Field Recommendations for AL/ ML based field value predictions) can be implemented on the Incident form (see attached screenshot) as well.

All the documentation I've found regarding Recommended actions is all related to workspaces. Would to be good know if / how Field Recommendations can be implemented on the Incident form as well.

[Community Alums]

Hi @Ramneet Arora ,

You can configure field recommendation as well as part of recommendated actions .

For Example :

Recommend an assignment group for a router issue.

So, in this case ,a field recommendation that recommends a value for the Assignment group field so that the agent can assign the case to the right team to resolve the customer issue faster.

Likewise you will need to implement as per your usecase , but to do that you need to follow the below doc link which has all the elements which you need to configure:

https://docs.servicenow.com/bundle/xanadu-customer-service-management/page/product/customer-service-...

[Ramneet Arora]

Hi Sandeep,

Thanks for your response ! We've already implemented field recommendations in Service Operations Workspace for Incidents. However, what we are looking for now, is to implement field recommendations on the Incident form itself. Please let me know if you've come across any way of implementing this.

Thanks,

Ramneet Arora

[Community Alums]

be careful over configuring your incident form due to future impact for both UX & Upgrades.  It's always recommended to drive compliance through your process primarily and only apply minor changes.