Suggested Remediation

[MehernoshA]

Hi All,

Is there a way for Issue Management to suggest a remediation based on similar and previous Issues or KB Articles?

This would be similar to Incidents suggesting KBAs to revolve Incidents.

Thanks :).

[Vinod54]

Hello @MehernoshA ,

OOTB we can utilize

1. GRC: Predictive Intelligence  is a store application using supervised ML trained on your historical data to recommend similar GRC issues, risk events, and remediation tasks, and suggest issue assignment.

2. Now Assist / AI Agents for GRC is the more recent generative AI capability. AI-powered agents identify similar past issues, automatically generate structured action plans, and recommend appropriate remediation tasks for efficient issue resolution. 

Note: Both require sufficient historical data (Predictive Intelligence) or a Now Assist license (AI Agents).

If you do not have Now Assist license and sufficient data then below custom solution should be a viable option.

• Add a Related Search widget on the Issue form pointing to kb_knowledge and sn_grc_issue tables, triggered by the issue's short description or category.
• Use a Business Rule or Flow to query similar closed issues and surface them in a related list on the Issue form.
• Optionally integrate a Virtual Agent topic that suggests KB articles or past remediation tasks when an issue is created.

This approach requires development effort but gives full control over the matching logic.

If my answer help, hit the Helpful and Accept As Solution buttons. 

Thanks,

Vinod Kumar M