creating problem record using repetitive incident CI (GEN AI)

[sayan3]

Hello Everyone,
can we create automatically problem record based on repetition of Incident CI using GENAI.
could you please help with solution or artifacts.

Thanks in advance,
Sayan Ghosh

[Shaqeel]

Hi @sayan3 

Here are the steps required:

1. **Identify the Incident CI:** The first step is to identify the Configuration Item (CI) that is associated with the recurring incidents. This can be done by analyzing the incident records and identifying patterns.

1. **Set up GENAI:** GENAI, or Generic Artificial Intelligence, is a feature in ServiceNow that uses machine learning to identify patterns and make predictions. You'll need to set up GENAI to monitor the incident records and identify when a certain CI is associated with a recurring incident.

1. **Create a Business Rule:** Once GENAI has identified a pattern, you can create a business rule that triggers the creation of a problem record. This rule might be something like "If CI X is associated with Y number of incidents in Z amount of time, create a problem record."

1. **Define the Problem Record:** The problem record should include all relevant information about the recurring incident, including the CI, the number of incidents, the time period, and any other relevant details.

1. **Test and Refine:** Once the problem record is created, it should be tested to ensure it's working correctly. This might involve creating test incidents and seeing if the problem record is created as expected. The process can then be refined as necessary based on the results of these tests.

Regards

Shaql

[disharajvanshi]

For point-2: How can Set up GENAI:** GENAI, or Generic Artificial Intelligence, is a feature in ServiceNow that uses machine learning to identify patterns and make predictions. You'll need to set up GENAI to monitor the incident records and identify when a certain CI is associated with a recurring incident..?
How to do in Servicenow..? Pls help