Request for highlighting repeated incident patterns and proactive self‑service suggestions in SOW

Mohan Mallapu
Kilo Sage

2 hours ago

Hi Team,

We would like to know if ServiceNow can be configured to automatically detect repeated incident patterns for a user (for example, frequent password or account lockout requests) and highlight or alert these within the Service Operations Workspace.

Currently, we only see the Recent Incidents link, which shows all recent incidents for the user. What we need is a way to display recent incidents with similar issues for the same user, rather than all incidents.

We have seen this type of configuration in the past, but it is no longer visible in our current setup. Could you confirm:

Whether this functionality is still available in the platform,

if it has been deprecated/changed in recent releases?

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SumanthDosapati
Mega Sage

an hour ago

Hi @Mohan Mallapu 

 

You can use Predictive Intelligence capabilities to Suggest relevant Incidents for an Incident.

OR
Use contextual search.

 

Accept the solution and mark as helpful if it does, to benefit future readers.
Regards,
Sumanth

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