Cannot get incident predictions in Service Operations Workspace (Task intelligence for ITSM)

[CamTruongQuoc]

Hi everyone,

I'm experiencing an issue with configuring additional fields in recommended actions for Task Intelligence ITSM. Does anyone know how to resolve this?

I referred to the article to configure 2 additional fields called "Symptom Category" and "Symptom".  However, during testing in the service operations workspace, none of the incident prediction and recommendation functions seemed to be functioning.

Upon reviewing the system log, I found the following error:

It appears that the issue arises only when configuring an additional field with choices; it does not occur if the additional field is a reference field.

Below is my configuration for these fields

- Configure Recommendation - Incident fields value prediction (TI)

- Configure Field Recommendation input

Label, name, type are same as dictionary field

- Configure Field Recommendation definitions

Would you mind lending a hand if you have any information about this issue? I'd really appreciate it.

Thanks a bunch in advance!

[shegupta06]

Hi @CamTruongQuoc

Do you get solution for this. I am facing same issue

[Lener Pacania1]

There is a defect in Recommended Actions when using Task Intelligence in Service Operations workspace to predict non-reference fields.  From development " Recommended Actions (RA)  app(29.0.1) had a defect which causes issue when predicting the non-reference fields. This has been fixed in the latest RA release(31.0.1). RA app 31.0.1 will be released as part of May store release and is Washington dc patch3 compatible. " 

My recommendation would be to open a support case if you need a fix before the May release.  They can provide an XML to apply to your instance.

[Brian Bakker]

Firstly, users require the role [sn_nb_action.next_best_action_user] to use Recommendations in SOW, as per our documentation Components installed with Recommended Actions.

However, we also have a defect where Field Recommendations for non-reference field types (i.e. string, choice, etc.) are not working when using Recommended Actions v29.0.1 The fix for this issue is in the Script Include "FieldRecommendationService" in Recommended Actions v31.0.1, which will be available in the App Store in the May 2024 release. If you require the updated Script Include with this fix to display recommendations on your custom non-reference fields, please raise a case with ServiceNow Support and request the XML file and instructions from our internal KB1641846.