Similar Incidents for Service Now

[Rob133]

Similar Incidents for ServcieNow allows you to set up a related list of incidents with semantically similar short plus long descriptions. This can save you hundreds of man-hours because your support staff no longer have to perform multiple keyword searches in order to find similar incidents. Also, you can use Similar Incidents to automatically set the assigment group on new incidents to the assignment group of the most similar resolved incident. This means that your Service Desk staff don't have to read each new incident and try to determine which group to assign it to.

I recently added this application to the Service Now Developers Share under the Title 'Similar Incidents for Service Now' at https://developer.servicenow.com/app.do#!/share/contents.

You can also find information about the application at https://sisnow.pythonanywhere.com.

I really believe that your organizations could benefit from using this application.

I know it would have helped me tremendously when I used Service Now as a user for seven years in a position where I was performing software support. There were many times when I had to do thirty, forty or fifty keyword searches before I found an incident with the correct solution.