Similar incident option in 'Agent Assist' search resources options.

[shaistayad]

Purpose is to show similar incidents to help agentswork on current incident.

I have trained Similarity model on the basis of 'short description' and 'description' fields for incident table. I need to add an option here as similar incident' which should show the results on workspace.

Any suggestions?

[Chandrapriya]

Hi @shaistayad 

Try the solution mentioned in the below article :

https://www.servicenow.com/community/incident-management-sow-forum/how-to-add-similar-incidents-choi...

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

[Bhuvan]

@shaistayad 

It is not supported, please refer below ServiceNow knowledge article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0823380

Go to Application Navigator, 'cxs_context_config.LIST' and open 'Incident Deflection (SOW)' to see the list of options in Agent Assist.

Resource configuration is maintained in table 'cxs_res_context_config' and would recommend to follow approach suggest by ServiceNow to use Predictive Intelligence.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@shaistayad 

Did you get a chance to review this ?

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan