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

[Narayan K]

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.

[Ramya V · Accepted solution]

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.

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

[Marie Minoue]

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 ?

[rafa_vanderlei]

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.

[Andrew Bettcher]

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