What is the best way to identify a similar or related incident(s) by the contents of description / work notes?

aansell · ‎10-20-2017

Hi everyone,

Is there a way to identify any related previous incidents based on the contents of the description, short_description and/or worknotes? Is there anything oob that would enable us to 'link' incidents based on the contents of some or all of these fields.

I know we can do Global Searching / Contextual Searching but I was wondering if there was something similar to 'incidents by same caller' related list but more along the lines of 'incidents on the same subject / topic'.

Is this available oob or has anyone implemented something along these lines as a customised feature?

Any help/guidance would be appreciated.

Thanks,

Arthur

Kalaiarasan Pus · ‎10-20-2017

I do not think there is anything out of the box that is similar to what you are after. You might have to build it.

Kalaiarasan Pus · ‎10-20-2017

Someone seems to have tried something like this on share

ServiceNow Share

aansell · ‎10-20-2017

Hi,

Thanks for your help - I was unable to find anything myself as an oob option so I think you are right. The link on share looks helpful so I appreciate you identifying that. I think this may be the correct answer but I will leave the ticket open for a bit longer to see if anyone else has any other suggestions.

Best regards,

Arthur

Goran WitchDoc · ‎10-20-2017

I would say that rescue might be on the way in Kingston and futher when it comes to use the AI. Here I think you will find you solution for that.