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03-11-2025 02:59 AM
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.
Kindly let me know if you are aware of this.
Solved! Go to Solution.
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03-20-2025 03:56 AM
Hi @Narayan K,
To add a new search action in the Agent Assist tab configuration, follow these steps:
Navigate to All > Contextual Search > Table Configuration.
Open the following link: https://<instance_name>.service-now.com/cxs_table_config.do?sys_id=b41ff94577300110b3771aceca5a992e&....
In the Search Action Configuration related list, click New to add a new search action.
Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.
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03-20-2025 03:56 AM
Hi @Narayan K,
To add a new search action in the Agent Assist tab configuration, follow these steps:
Navigate to All > Contextual Search > Table Configuration.
Open the following link: https://<instance_name>.service-now.com/cxs_table_config.do?sys_id=b41ff94577300110b3771aceca5a992e&....
In the Search Action Configuration related list, click New to add a new search action.
Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.
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04-18-2025 06:05 AM
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 ?
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06-12-2025 02:06 PM
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:
Navigate to the table cxs_context_config.
Search for "Incident Deflection (SOW)".
In the related list, locate "Additional Research Configuration" and add the necessary options there.

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07-07-2025 07:53 AM
According to this kb article, it's not possible to add additional resource configurations.