Incident Management - Auto Resolution based on user input

[sondhal]

When a user submits an Incident via a Record Producer, the system should analyze the user’s input, identify the best-matching keywords, and retrieve the corresponding predefined resolution steps from a custom table. These resolution steps should then be added to the Incident’s Additional comments so the user can see recommended actions and proceed accordingly.

Please suggest a solution approach for this.

[fknell]

Hi @sondhal,

There is also a Now Assist skill available, that does exactly what you are looking for: Suggested steps generation 

Hope this helps!

[PradeepReddyA]

Hi @sondhal 

You can write a business rule on insert on the custom table if the current record short description contains the matching keywords you can use includes method and get the resolution information from field and populate it into additional comments.

Have you already created an custom table instead you can use decision builder for this approach .

Hope that Helps!