case :
imagine a person needs to solve the incident ticket, but he is new to work or sometimes we get stuck on solving tickets because maybe no timely guidance, increases time to solving ticket, automatically average resolution time of the incident also increases, so what if after assigning the ticket in the form itself agent can see the top 3 solved tickets which are similar to current incident, so we know which assignment group we given this ticket, or we had resolution notes to solve it step by step and comments and other values to fill.
in this way it show similar incidents, I give a try using now assist + PI
using NOW assist
implementing this using now assist feature in servicenow, here we add predictive intelligence as tool and a prompt to format a result and this can be shared to UI action button to display in the form .
using PREDICTIVE INTELLIGENCE
1. for getting similar incidents created a PI similarity model which trained on past data and gives similar incidents
2. it implements clustering (KNN, hierarchical clusters) or similarity to find the most accurate close incidents with consideration of all fields of the current incident and we add this PI in skill.
3. i trained with only close or resolved incidents because they only has resolution notes
4. later we add it as a tool to skill then it gives result to prompt in skill
implementation
- navigate to now assist skill kit in servicenow . name it write description
- you can create prompt from scratch, or AI generated prompt, this prompt can format the output .my prompt is just show the array because i do all work in PI and SCRIPT tools
- add input skill that is record type and table is incident because we add this skill incident form. also add output as plain string
- implementing PI as a tool to get the incident details . what PI need is that fields to train , top N record to return from it .
- PI tool only return the sys ids after implementing AI models but we need details like category, number, resolution notes for this we need handle the JSON object and details using script tool using this script
tools flow arrangement
- finally prompt we don't need much we want only show the details as it is
- publish it and create as UI action
- in UI ACTION script , modify the output with HTML and beautify methods
- is there anything I miss or any improvement needed please inform
