Predictive Intelligence similarity framework

[Kaustubh k]

Hi All,

We have created a similarity solution for showing similar incidents.How to add 'Similar Incidents' choice in Agent Assist resource.

Thanks,

Karan

[Dr Atul G- LNG]

Hi @Kaustubh k 

https://www.servicenow.com/docs/bundle/vancouver-platform-user-interface/page/administer/workspace/t...

[Dr Atul G- LNG]

Additional Search Resources: similar incidents, Similar open incidents,Similar resolved incidents, Similar knowledge articles
- Comes from plugins stated in below doc ( you have both of these plugins)

https://docs.servicenow.com/bundle/washingtondc-it-service-management/page/product/incident-manageme...

Reason this is showing in Agent Workspace and not SOW is because of the OOB search context used in SOW vs Agent Workspace.
- Incident Deflection (Agent Workspace) vs Incident Deflection (SOW) ,
- The SOW search context does not have the above predictive intelligence type additional search resources, same behavior in OOB.

Workaround:
Modify the SOW table configuration record for incident, to use the same Search context as used in the Table configuration record for incident in Agent Workspace
Change from: 'Incident Deflection (SOW)' to 'Incident Deflection'

Steps:
Hop into instance
Navigate to table configuration table list view:

/now/nav/ui/classic/params/target/cxs_table_config_list.do

In Search context column type: *Incident Deflection
Open the table configuration record with search column as 'Incident Deflection (SOW)' - this is used for your SOW agent assist
On the above record change the 'Search context' field from 'Incident Deflection (SOW)' to 'Incident Deflection'
Save the record

Clear cache and workspace cache.
This may take up to 15 minutes to reflect

After which check if the issue is resolved and let us know if any further assistance is needed.