Purpose is to show similar incidents to help agent resolve current incident

[shaistayad]

We need to add an 'search source' which should show similar incidents in agent assist for 'service operations workspace'. 

Any idea how we can implement this?

[Chandrapriya]

Hi @shaistayad 

Try the solution mentioned in the below article :

https://www.servicenow.com/community/incident-management-sow-forum/how-to-add-similar-incidents-choi...

Please mark this response as Accepted Solution and/or Helpful if it resolves your issue.Thanks!

[Bhuvan]

@shaistayad 

It is not supported, please refer below ServiceNow knowledge article

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0823380

Go to Application Navigator, 'cxs_context_config.LIST' and open 'Incident Deflection (SOW)' to see the list of options in Agent Assist.

Resource configuration is maintained in table 'cxs_res_context_config' and would recommend to follow approach suggest by ServiceNow to use Predictive Intelligence.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan]

@shaistayad 

Did you get a chance to review this ?

If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[rpriyadarshy]

Hi

As suggested use Similarity Solution for Predictive Intelligence.

Concept is here- 

https://www.servicenow.com/docs/bundle/yokohama-intelligent-experiences/page/administer/predictive-i...

You Can use same in a Workflow and call a similarity solution which will predict Resolved Similar Incident-

You can use Action-->Predictive Intelligence-->Similarity Prediction

Regards

RP