---
sourceDocument: Yokohama IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/it-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Setting up Recommendation Framework in Service Operations Workspace

# Setting up Recommendation Framework in Service Operations Workspace {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can enable an agent working on an incident to view predictions provided by Recommendation Framework.

Recommendation Framework is now deprecated and no longer supported or available for new activation. Recommended Actions for ITSM feature provides the latest experience for this functionality. To get the advanced version, you must install the Advanced Recommended actions for ITSM (com.snc.uib.sow_itsm_ra_advanced) plugin and you must procure ITSM Pro package subscription.{#set-up-recommendation-framework-sow__para-recommendation-framework-deprecation-info}  
Note:  
The best practice to get the advanced version is to install the Task Intelligence for ITSM (com.snc.itsm_ml_task) plugin and procure the ITSM Pro package subscription. For more information, see [Exploring Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/iwM0Qrtl1Kk_FTMzkHaEOQ "Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request.").  
You must ensure that the following requirements are met:

* Install the Service Operations Workspace ITSM Applications (sn_sow_itsm_cont) application from [ServiceNow Store.](https://store.servicenow.com/sn_appstore_store.do#!/store/home) For information about this installation, see [Getting started with Service Operations Workspace for ITSM](https://www.servicenow.com/docs/ThvggUH0EbxaoMGBHUbBBQ "Set up Service Operations Workspace by procuring the required license, configuring the Admin Center, and assigning the workspace to your agents."). With this installation, the following Recommendation Framework applications are also installed.{#set-up-recommendation-framework-sow__table_w3v_r1v_wsb__entry__2}

  | Application | Description |
  |-|-|
  | Recommendation Framework (sn_rf) | Provides the framework for dynamic and contextual recommendations in a configurable workspace. |
  | Recommendations for Incident Management (sn_sow_incident_rf) | Provides configurations, for example, recommendation rules, to predict recommendations for an incident in Service Operations Workspace. |
  [Table 1. Recommendation Framework store applications]

  {#set-up-recommendation-framework-sow__table_w3v_r1v_wsb}
* Install the Predictive Intelligence for Incident plugin (com.snc.incident.ml) to install the Relevant problems solution definition. For information about this plugin installation, see [Request Predictive Intelligence for Incident](https://www.servicenow.com/docs/WJGpymslTN~lVeQS5y5ONQ "To activate Predictive Intelligence for Incident, request the Predictive Intelligence for Incident plugin (com.snc.incident.ml) through the Now Support Customer Service system. This plugin activates related plugins if they are not already active.").
* Install the Predictive Intelligence for Major Incident Management plugin (com.snc.incident.mim.ml_solution) to install the following IT Service Management solution definitions. For information about this plugin installation, see [Request Predictive Intelligence for Major Incident Management](https://www.servicenow.com/docs/0ev8JoxmamrSptdx8bU~zA "Activate Predictive Intelligence for Major Incident Management by requesting the Predictive Intelligence for Major Incident Management plugin (com.snc.incident.mim.ml_solution) through the Now Support Service Catalog.").
* Install the Predictive Intelligence for Incident Management plugin (com.snc.incident.ml_solution) to install the following IT Service Management solution definitions. For information about this plugin installation, see [Request Predictive Intelligence for Incident Management](https://www.servicenow.com/docs/LdUmThRfUWMpDkJmJVWoaw "Activate Predictive Intelligence for Incident Management by requesting the Predictive Intelligence for Incident Management plugin (com.snc.incident.ml_solution) through the Now Support Service Catalog.").
  * Similar Knowledge Articles
  * Similar Open Incidents
  * Incident Service
  * Incident Configuration Item
  * Incident Assignment
  * Similar Resolved Incidents
  {#set-up-recommendation-framework-sow__ul_bn2_3cv_wsb}
* Train solution definitions to predict recommendations for an incident. For information about training solution definitions, see [Predictive Intelligence](https://www.servicenow.com/docs/access?context=predictive-intelligence&version=yokohama&pubname=yokohama-intelligent-experiences&ft:locale=en-US).
{#set-up-recommendation-framework-sow__ul_rrt_wzt_rsb}
* **[Configure Recommendation Framework for an incident in Service Operations Workspace](https://www.servicenow.com/docs/CDZV5kV3yKavqUBtQo8qZA)**   
  Enable recommendations at field level or from the contextual sidebar for an incident in Service Operations Workspace.