Recommended Actions on Service Operations workspace

[Yanping Guo1]

"Copy Resolution" is one of Guidances in Recommended Actions. It has a button "Copy". It will copy the resolved incident resolution to the selected incident and resolve it.  We'd like to update the logic. Where "Copy Resolution"  (Guidance Action Automation) logic is stored. I cannot find it in flow designer.  Please help! Thanks

[James Chun · Accepted solution]

Hi @Yanping Guo1,

I haven't done this myself but looks like you can find the configuration by:

1. Recommendations > Action Types > Guidances
2. Open '[Non-ML] Copy Resolution' record
3. In the 'Guidance' record, define inputs
4. Open the record in 'Guidance Actions' related list
5. In the "Guidance Action Automation" field, you can see the Flow that is triggered

Hope it works, thanks!

[James Chun · Accepted solution]

Hi @Yanping Guo1,

I haven't done this myself but looks like you can find the configuration by:

1. Recommendations > Action Types > Guidances
2. Open '[Non-ML] Copy Resolution' record
3. In the 'Guidance' record, define inputs
4. Open the record in 'Guidance Actions' related list
5. In the "Guidance Action Automation" field, you can see the Flow that is triggered

Hope it works, thanks!

[Haseeb-Ahmed · Accepted solution]

Hi @Yanping Guo1 ,

you may click on process automation designer module and open & modify subflow with name "[Non-ML] Copy Resolution"

Please accept the solution or give a thumbs up if it answers your query.

Thanks,
Haseeb Ahmed