Any way to identify repeat incidents? Looking for strategy to increase knowledge management

[Suggy]

We have around 2 lac incidents but only 150 knowledge articles. Knowledge management is not used much.

We are looking for strategies to create more articles based on repeat incidents etc

Q - is there any way to find out the repeat incidents so that we can create articles for them?

[Dr Atul G- LNG]

Hi @Suggy 

Yes, you can : Q - is there any way to find out the repeat incidents so that we can create articles for them?

Technically or logically, it's not possible to retrieve the exact same incident again. However, you can use predictive intelligence, where you can build a similar solution based on short description or other related fields. That way, you can get a closely matching incident.

Check this now create doc.

https://learning.servicenow.com/nowcreate?id=nc_asset&asset_id=4b3f686e479a66d019dfe23c326d4315&nc_s...

[Suggy]

Hi @Dr Atul G- LNG  with predictive intelligence, I can find a dashboard/report of similar incidents is it?

PS - I am not asking about finding similar incidents in workspace when working upon an incident.

I want a data which tells like:

INC1,2,3 - related to password reset

INC4,5,6 - related to VPN issue etc

so that I can create article for password reset issue and VPN issue.

[Dr Atul G- LNG]

HI @Suggy 

I understand your point, but it seems you're focusing more on the Naukri side. PI can help you narrow down your search and guide you to more accurate results. You can try the clustering solution in PI—here’s some output for reference."

[Suggy]

Thanks Atul, let me check that. But in case customer has no license for PI, any other alternate solutions?