Linking similar incidents to a Problem/creating a Problem record

[Faisal_CG]

Hi all, 

I am working on a ServiceNow ITSM project where one of the requirements is Automated Root Cause Analysis.

The requirement is to identify recurring incident patterns and automatically link related incidents to a Problem record.

Business Scenario:

• New incidents are created in the Incident table.

• We use Predictive Intelligence Similarity Prediction to identify similar historical incidents and display AI-generated resolution recommendations.

• We now want to detect recurring issues and integrate with Problem Management.

Desired Outcome:

• When multiple incidents appear to represent the same underlying issue, the system should identify the pattern.

• A Problem record should be created automatically (or an existing Problem should be reused).

• The related incidents should be linked to the Problem record.

• Service Desk agents should be able to see the associated Problem from the Incident.

Questions:

1. What is the recommended ServiceNow approach for identifying recurring incidents?

2. Is Predictive Intelligence Similarity Prediction suitable for this use case, or should recurrence be determined using Incident Correlation, Problem Management features, CMDB relationships, categories/CIs, or custom business rules?

3. What is the best practice for automatically creating and linking Problem records based on recurring incidents?

4. Has anyone implemented a similar solution using Flow Designer, Predictive Intelligence, or Problem Management?

We are looking for a solution that follows ServiceNow best practices rather than simply creating a Problem record for every similar incident detected.

[Tanushree Maiti]

Hi @Faisal_CG 

Currently working on same use cases. 

For me Predictive intelligence is the best option.

It will give you correct result when you will test it from Solution definition.

Currently we are working on Automating it where we are getting a trouble. Hopefully that would be sorted shortly.