Does anyone work with decision trees within ITSM - Incident Management?

[Brian S_rensen]

Hi

We have received a request from a stakeholder if it is possible to assist our frontline supporters with a "decision tree" when handling incidents, so a guided way to for supporters to troubleshoot an incident so they follow the same process.

There is something within the ServiceNow platform called "Decision trees" but this is only available within CSM which we do not have.

Does anyone have experience with anything related to this?

Thank you

[ServiceNow Tec2 · Accepted solution]

This has been resolved by ServiceNow Technical Support. Please refer to KB1031716 for more information.

[jenniemiller]

I'm getting an error stating that "Knowledge record not found" for KB1031716. Would you be able to provide additional information on this request? Our institution is also interested in using Decision Trees for ITSM.

Thank you!