We would like to understand whether ServiceNow provides any out-of-the-box functionality or AI-based capability to identify similar historical tickets using semantic/contextual search rather than traditional keyword-based search.
Our requirement is to search across the complete ticket lifecycle, including short description, description, comments, work notes, activity updates, troubleshooting details, root cause, and resolution notes.
The objective is to allow engineers to enter a new ticket's description or issue details and receive the most relevant previously resolved tickets based on contextual similarity, even when the wording or keywords differ.
Ideally, the search should return ranked results based on relevance, with a configurable similarity threshold (e.g., 80–90%), helping engineers quickly identify previous troubleshooting approaches and resolutions.
