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?

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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

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Dr. Atul G. - Learn N Grow Together
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