Guidances in Recommended Actions for ITSM

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read

    • ITSM base system includes the following guidances.

    Table 1. Guidances description
    Guidance Description
    Link to major incident Enables agents to link the current incident to an existing major incident by clicking on Link to this major incident link on a recommended record, which sets the major incident as the parent of the current incident.
    Propose Major Incident Enables agents to propose a recommended incidents as major incidents.
    Review and attach article for incident Enables agents to review and attach an article for an Incident.
    Show change request [No Action] Enables agents to view change request details.
    Show genius result [No Action] Enables agents to view details of a genius result with no action.
    Show Problem [No Action] Enables agents to view details of a problem with no action.
    [Incident] Attach KB Enables agents to view relevant information and attach the KB article to the current incident.
    [Incident] Copy resolution Enables agent to copy the resolution of the resolved resolution to the current incident.
    [Incident] Link open incident Enables agents to link the current incident to an existing open incident by clicking on Link to this incident link on recommended record, which sets the open incident as the parent of the current incident.
    [Incident] Link open problem Enables agents to link the current incident to an existing open problem by clicking on Link to this problem link on recommended record, which sets the open problem as the parent of the current incident.
    [Interaction] Review and attach article Enables the agent to view relevant information and action for attaching KB to interaction.
    [ Non-ML] Copy resolution This guidance is used only for Non-ML recommendations. Enables agents to copy resolutions of the resolved incidents to the current incident.
    [ Non-ML] Create Problem This Guidance action creates a problem record for the Major Incident.
    [ Non-ML] Link open incident This guidance is specially used only for Non-ML recommendations. Enables agents to link the open incidents to the current incident.
    [ Non-ML] Link open problem This guidance is specially used only for Non-ML recommendations. Enables agents to link the open problems to the current incident.
    [Task] Link change request Enables agents to link change request to task.
    [Task] Link incident Enables agents to view the relevant information and action for incidents.
    [Task] Link outage Enables agents to view the relevant information and action for linking an outage to task.
    [Task] Link problem Enables agents to view the relevant information and action for problems.
    [Task] Order item This guidance action shows relevant information and action of catalog item. This guidance can be shown on any task type.
    [Non-ML] Create known error article Applicable only for Non-ML recommendations. Creates a known error article for a high-impact problem.