: Task Intelligence Incident Categorization – Recommendation Message Not Displaying

[SurenderReddy]

Hi All,

We deployed the OOTB Incident Categorization model in Task Intelligence with prediction set as Recommendation. While editing Short Description and Description, the defined recommendation message does not appear automatically; it only shows “Top recommendation(s)” when the cursor is placed in the field. Is this expected behavior, or are we missing any configuration to display the full recommendation message inline?
For your information, I am using SOW workspace only.

[Tanushree Maiti]

Hi @SurenderReddy 

Make Assignment group non-mandatory, It will work.

Hope your BR is in place which will apply the your defined solution definition to the ticket.

[SurenderReddy]

Hi @Tanushree Maiti 

Thanks for the response.

To clarify, we also tested with the Service field, which is currently non‑mandatory, and we are observing the same behavior—recommendations are not being surfaced for this field either. So this does not appear to be limited to mandatory fields.

Regarding your point “Hope your BR is in place which will apply the defined solution definition to the ticket”, could you please elaborate? We have not implemented any custom Business Rules; we are using the OOTB Incident Categorization model, deployed as‑is in our non‑production instance.

Please confirm whether any additional configuration or Business Rule is required for the solution definition to apply, even when using OOTB Task Intelligence models.

[Tanushree Maiti]

Hi @SurenderReddy :

Can you refer this guide :

Task Intelligence for ITSM - Quick Start Guide

[SurenderReddy]

Hi @Tanushree Maiti 

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I followed the Quick Start Guide to enable Task Intelligence for ITSM in our non‑production instance. As mentioned in my earlier posts, we have only deployed the OOTB Incident Categorization model, and no customizations or additional configurations have been implemented.

Also, the documentation does not explicitly mention any special setup required for displaying the recommendation message. As per our understanding, whatever is configured out of the box in the Field Recommendation Definition record should be displayed automatically.

Additionally, I reviewed a demo video shared by ServiceNow, and even in that session, there was no specific mention of configuring recommendation messages; however, the recommendation message was displayed as expected in the demo.

For reference, please find the Field Recommendation Definition record details below.