Can decision trees be enabled in ITSM?

Kim27
Tera Guru

‎09-12-2022 08:57 AM

Hi, documentation for guided decisions indicates its available for CSM. Is that feature also available for the IT service management module? Has anyone implemented guided decisions in ITSM?

Kim

 

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Musab Rasheed
Tera Sage
Tera Sage

‎09-12-2022 09:11 AM

Hello,

Our instance doesn't have CSM but I can still see plugin so you can install and try to use for ITSM

find_real_file.png

Regards

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Regards,
Musab
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Kim Tillano
Tera Expert

‎09-13-2022 05:13 PM

This is the first I've seen of this.  Can  decision tree be created and published as a knowledge article?  That would be the best use case for us and it would be a huge benefit.

Kim27
Tera Guru
In response to Kim Tillano

‎09-15-2022 10:19 AM

Hi Kim, that's exactly what I'm trying to figure out! It would be a game changer for my team, but all the documentation seems to be focused on CSM. It looks like it leverages something called "Playbooks". 

Now that I'm reading more about these Playbooks I have to wonder why they seem to be limited to the CSM world. These would absolutely be helpful in the ITSM world!!

 

 

 

Kim Tillano
Tera Expert
In response to Kim27

‎09-15-2022 05:53 PM

Now looking at these playbooks, those would be valuable in knowledge, too.  Step by step info and checklists - this is great stuff.  We only have a small group that uses agent workspace, and the great majority of our staff only uses the portal.   These tools need much greater flexibility.  OR, the agent workspace needs to be more adaptable.