How to setup & configure similarity model in Task Intelligence for ITSM

[Apeksha Deval]

YES!! You read it right.

Task intelligence for ITSM now supports similarity models (along with categorization models) for Incident tables.

We ship three OOtB models, which can be deployed for Incident tables -

• Show similar incidents
• Show similar open problem
• Show similar open change request

Below is a step-by-step guide to help you set up and configure "similar incidents" in your instance. You can follow similar steps to set up the other two models as well.

Note: Before you start with the below steps, please make sure that your instance has at least 10,000 Incidents to train the model on.

Activate Core plugins

Task Intelligence Admin Console:

Train - Deploy - Assess similarity model:

Recommended Actions:

Voila, you are all set.

Now Test your trained model in the Service Operations workspace - Incident page:

What next?

We are actively working on supporting the Monitoring capability of similarity models on Task Intelligence for the ITSM dashboard. Watch out for our upcoming releases in 2025 for the same. 

[ashutoshsha]

Hi @Apeksha Deval ,

I reviewed the implementation link for similarity and followed each configuration step exactly as described, but it's still not working. I am receiving Knowledge article in recommendations.

[wheggy]

Hi,

I configured task intelligence for incident categorization. the model is trained and running and I followed all the steps.

First, the agent can not see the recommendations at all. And task intelligence monitor is showing zero.

Additionally, I want not only recommendations but I want the model to change the category and to populate the service. I configured this already in the model

Im using the Virtual agent to create the incidents. is there any additional steps to do for this to work with VA?

[Apeksha Deval]

@ashutoshsha and @wheggy 

Please also make sure the order of this recommendation is set well.

If all the active recommendation would have same order no in recommended actions then you might not see the TI incident similarity results in RA panel.

[shaistayad]

Is it possible to add an option in 'agent assist search resources sidebar; instead of in recommendations.