Show similar tickets to fulfillers based on the ticket short description

[nirwan_ritik]

Hi Community 🙂

We are doing a poc to show similar tickets to the fulfillers - based on the short description field input. This will help fulfillers identify accepted resolution steps from similar cases.

We want to achieve this using:

Primary: Predictive Intelligence

Secondary: Gen AI

Would really appreciate any inputs in this area.

Regards,
Ritik

[Tanushree Maiti]

Hi @nirwan_ritik 

You will get the idea from these links/posts:

How to add Similar Incidents choice in Agent Assist search resource. 

KB0823380 It's not possible to add a custom search resource to Agent Assist 

For Incident ,  Agent Assist [incident] should be included in the SOW.

Ref this: Solved: How to use Predictive Intelligence (PI) similarity... - ServiceNow Community

Also This blog is great help for Similarity solution testing

Predictive Intelligence for HR - Use similarity to help agents solve issues faster (Article 2)