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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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17 REPLIES 17

Bob Strong
Tera Contributor
In response to Brad_B

‎02-24-2023 07:52 AM

Any updates on the status of this?  I would say this is definitely a game-changer!

 

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Rachel38
Tera Expert
In response to Brad_B

‎10-26-2023 05:23 AM

Have the decision trees been made available in Utah for ITSM? I've only just discovered that CSM has this functionality and I think it would be so helpful for Service Desk Agents on our IT Service Desk!

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Rachel38

‎10-26-2023 05:43 AM

Hi @Rachel38 

 

Are you looking for this?

AtulyaLNG_0-1698324230205.png

 

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Kim27
Tera Guru
In response to Dr Atul G- LNG

‎10-26-2023 06:59 AM

I don't think so - this doesn't seem to have anything to do with building decision trees within knowledge: 

Using Decision Builder enables you to decouple decision logic from your code. This means that you can create a decision table in Decision Builder and then reference the decision table to execute the decision in another application, such as Flow Designer. This decoupling enables you to create more efficient flows.

 

What features of this tool made you think it would be applicable to this need? Have you used it for knowledge articles? 

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Rachel38
Tera Expert

‎10-26-2023 05:41 AM

This would be so helpful to our IT Service Agents!

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