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

Narayan K
Tera Expert

Hi there, I want to add new choice "Similar incidents" in Agent Assist search resource of sow. I want to enable agents to use predictive intelligence. I have enabled solution definition for Similarity model. But to use this feature in SOW there should be below choice available.

 

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Kindly let me know if you are aware of this.

1 ACCEPTED SOLUTION

Ramya V
Kilo Sage

Hi @Narayan K,

 

To add a new search action in the Agent Assist tab configuration, follow these steps:

  1. Navigate to All > Contextual Search > Table Configuration.

  2. Open the following link: https://<instance_name>.service-now.com/cxs_table_config.do?sys_id=b41ff94577300110b3771aceca5a992e&....

  3. In the Search Action Configuration related list, click New to add a new search action.

Screenshot 2025-03-20 at 4.17.29 PM.png

 

Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.

View solution in original post

4 REPLIES 4

Ramya V
Kilo Sage

Hi @Narayan K,

 

To add a new search action in the Agent Assist tab configuration, follow these steps:

  1. Navigate to All > Contextual Search > Table Configuration.

  2. Open the following link: https://<instance_name>.service-now.com/cxs_table_config.do?sys_id=b41ff94577300110b3771aceca5a992e&....

  3. In the Search Action Configuration related list, click New to add a new search action.

Screenshot 2025-03-20 at 4.17.29 PM.png

 

Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.

Hello,

Your solution is partial only:

- there is no "New" button to add an item to the list

- what is it that you need to add ?

 

Hi Marie,

To add these options to the workspace, you’ll first need to ensure that the required plugin is installed. I believe it might be com.snc.incident.ml_solution, though I don’t recall the exact name.

Next, follow these steps:

  1. Navigate to the table cxs_context_config.

  2. Search for "Incident Deflection (SOW)".

  3. In the related list, locate "Additional Research Configuration" and add the necessary options there.

rafa_vanderlei_1-1749762307742.png

 

 

rafa_vanderlei_0-1749762263743.png

 

According to this kb article, it's not possible to add additional resource configurations.