What are the most effective methods or best practices for identifying similar incidents or records.

hafees500
Tera Contributor

‎08-17-2025 10:31 PM

What are the most effective methods or best practices for identifying similar incidents or records in ServiceNow? I'm looking to improve incident correlation and reduce duplication. Are there any built-in features, plugins, or custom approaches you've found helpful?

0 Helpfuls
  • 192 Views
1 REPLY 1

Dr Atul G- LNG
Tera Patron
Tera Patron

‎08-18-2025 07:07 AM

Predictive Intelligence is something that can help you with this. It provides three solutions — Similarity, Classification, and Clustering — and both Similarity and Classification can easily help in this case.

 

https://www.servicenow.com/uk/products/predictive-intelligence.html

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls