Recommendation Framework in Service Operations Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Recommendation Framework in Service Operations Workspace

    The Recommendation Framework in Service Operations Workspace is designed for agents to receive dynamic and contextual recommendations to facilitate relevant actions. However, this framework is deprecated and no longer supported for new activation. Customers are encouraged to utilize the Recommended Actions for ITSM feature, which offers an enhanced experience.

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    Key Features

    • To access advanced recommendations, install the Advanced Recommended Actions for ITSM plugin and procure the ITSM Pro package subscription.
    • The recommended best practice is to also install the Task Intelligence for ITSM plugin.
    • Recommendations appear in multiple formats within the incident's sidebar, including:
      • Record card: Displays relevant record details and corresponding actions.
      • Message card: Shows a message derived from the recommendation with related actions, such as proposing a major incident.
    • Recommendations are grouped by rule, allowing for efficient access and management.

    Key Outcomes

    By utilizing the Recommendation Framework, agents can expect:

    • Access to prioritized recommendations tailored to their current incident context.
    • The ability to perform actions on recommendations, which recalibrates future recommendations based on agent activity.
    • Predicted values for fields such as assignment group, configuration item, and service, which can be auto-populated if a threshold is set.
    • Improved efficiency in incident management through streamlined actions and recommendations.

    An agent can view dynamic and contextual recommendations and perform a relevant action.

    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.

    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.

    Recommendations are available in multiple areas for an incident in Service Operations Workspace.

    Recommendations from the sidebar for an incident

    From the sidebar of an incident, you can access the Recommendations panel where you can configure and group recommendations in any of the following formats.
    • Record card: Relevant record details of a table and corresponding actions are available.
    • Message card: A message derived from the recommendation and corresponding actions is available. For example, Propose major incident card.
    Note:
    All cards of the same recommendation rule are grouped. For example, for the Similar open incidents rule for an incident in Service Operations Workspace, all relevant incidents are grouped as cards under Similar open incidents.
    Figure 1. Recommendations from the sidebar
    Recommendations from the sidebar

    For information on available card groups for an incident and their dependencies on recommendation rules, see Recommendation rules for an incident in Service Operations Workspace.

    When you click a card or its record number, detailed information about that card and its actions is displayed in a new tab.

    Every card has a primary action and multiple other actions. For every action you perform on the card, the recommendations are recomputed. You can discard a recommendation if not relevant. Also, when you perform a primary action on a card, it moves from the Current tab to the History tab.
    Note:
    Based on the priority, the first card of the top card group is displayed as the top recommendation at the top of the Recommendations panel.

    Recommendations at the field level for an incident

    A predicted value is displayed for these fields in the Details tab of an incident.
    • Assignment group
    • Configuration item
    • Service

    These values are predicted based on a recommendation rule for each field. For information about these rules, see Recommendation rules for an incident in Service Operations Workspace. When a threshold value is configured, the recommended value can be stamped or auto-populated as the field value. For information about this configuration, see Configure Recommendation Framework for an incident in Service Operations Workspace.

    Figure 2. Recommendations at field level
    Recommendations at field level