No active recommendations in the Recommendations SOW sidepanel

[tidert_24]

Good day everyone!

I would like to ask how to resolve this problem if the Recommendations side panel in SOW indicates that there is "No active recommendations" even if I have already activated recommendation and it is in the OOB Incident context and Active Incident Rule? 
When I also open an incident record in SOW i make sure that the record is active. What could be something that I miss making it not visible in the side panel?

Additional note: This seems to be occurring in the Yokohama version. I tried creating a test recommendation in a Xanadu instance and it was able to display a recommendation.

 

[Pradeep Thipani]

Hi @tidert_24 ,

If this is happening in the Yokohama version, try repairing the workspace plugin, or raise a case with ServiceNow to identify the actual issue preventing it from showing up.

For a better understanding of how recommendations work in Workspace, I suggest going through the article below it provides a detailed explanation:

https://www.servicenow.com/community/itsm-articles/recommended-actions-in-the-side-panel-of-workspac...

Thanks,

Pradeep

[kaushal_snow]

Hi @tidert_24 ,

You can follow below steps:

1. Repair the Workspace Plugin

Navigate to System Applications > Applications

Search for the Service Operations Workspace plugin.

Use the Repair or Fix option (if available) to refresh the plugin’s configuration.....

2. Test in Another Version

If you have access like in your case with a Xanadu instance check if recommendations appear correctly. This helps confirm that the problem isn't with your configuration, but likely with the Yokohama platform....

3. Raise a Case with ServiceNow Support

Since this may be tied to platform behavior, open a support case to have them investigate further. Provide details on what works in Xanadu but not in Yokohama....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.