Unable to identify the Recommenations table for interactions and incidents in SOW
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
Hi Team,
We have a requirement to exclude the Policy KB articles from Recommendations for both Incidents and Interactions in SOW.
We are unable to identify where to update the configuration for exclusion of Policy KB articles from Recommendations for both Incidents and Interactions in SOW.
Please do the needful.
Thanks in advance,
Regards,
Swarna.
1 REPLY 1
Options
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
3 weeks ago
To exclude specific knowledge articles from recommendations in the Service Operations Workspace (SOW) incident view, you must refine the knowledge search criteria or the underlying AI search configurations that feed the recommendations.
The easiest way to prevent specific articles (e.g Policy KB articles) from appearing in recommendations (or search results) is by restricting who can see them.
- Navigate to Knowledge > Articles > All.
- Open the specific Knowledge Article(s) you wish to exclude.
- Navigate to the Can Read related list.
- Add a specific user criteria that excludes the audience of the service desk agents (e.g., set it to only "ITIL Admin").
- Result: If the agent's role does not match the criteria, the article will not be recommended in the sidebar.
