Recommendation rules for an incident in Service Operations Workspace

Xanadu IT Service Management

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xanadu

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en-US

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Xanadu IT Service Management

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itsm

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itsm

workflow

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Recommendation rules for an incident in Service Operations Workspace

Release version: Xanadu

Updated August 1, 2024

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Summary of Recommendation rules for an incident in Service Operations Workspace

Recommendation rules for incidents in Service Operations Workspace provide predictive assistance to help streamline incident management. These rules generate suggestions for fields and actions based on incident data, improving efficiency and accuracy. The originalRecommendation Frameworkis now deprecated; customers should adopt theRecommended Actions for ITSMfeature for the latest capabilities. To access advanced recommendations, customers must install theAdvanced Recommended actions for ITSMplugin and have an ITSM Pro subscription. The recommended best practice is to install theTask Intelligence for ITSMplugin alongside the ITSM Pro package.

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Recommendation Rules and Their Application

Each recommendation rule requires installing the appropriate plugin that includes the corresponding solution definition. These definitions enable the system to predict values or suggest records based on incident details such as the short description.

Field-Level Recommendations

Assignment Group Recommendation: Predicts the Assignment Group field value using the incident’s short description.
Configuration Item Recommendation: Suggests values for the Configuration Item field based on the incident’s short description.
Service Recommendation: Predicts the Incident Service field value, also leveraging the short description.

Card Group Recommendations in the Recommendations Panel

The Recommendations panel offers grouped cards with actionable predictions for incidents:

Knowledge Articles: Suggests relevant knowledge articles. Users can attach an article to the incident or discard the recommendation.
Propose Major Incident: Recommends if the incident should be proposed as a major incident, setting the Major incident state to Proposed. Users can also view similar incidents to inform this decision.
Relevant Problems: Predicts problems related to the incident. Users can link these problems to the incident or discard the suggestions.
Similar Major Incidents: Identifies active major incidents related to the current one, allowing users to add them as a parent incident or discard.
Similar Open Incidents: Finds similar open incidents for potential linking as parent incidents.
Similar Resolved Incidents: Suggests resolved incidents that may assist in investigation and resolution, with options to link or discard.

Practical Benefits for ServiceNow Customers

By leveraging these recommendation rules within Service Operations Workspace, customers can:

Accelerate incident classification and assignment through predictive field values.
Enhance incident resolution by linking relevant knowledge, problems, and related incidents.
Improve major incident management by identifying and proposing incidents that warrant escalation.
Reduce manual effort and increase accuracy in incident handling.
Ensure adoption of the latest, supported recommendation experience by transitioning from the deprecated Recommendation Framework to the Recommended Actions for ITSM feature with the appropriate plugins and subscriptions.

Recommendations for an incident are based on rules defined in 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.

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.

For each recommendation rule to work, install the relevant plugin that installs the corresponding solution definition. Based on this solution definition, the recommendation rule predicts values or records for an incident.

For information about the plugins and the corresponding solution definitions, see Configuring Recommendation Framework in Service Operations Workspace.

Table 1. Recommendation rules for field-level recommendations on an incident form
Recommendation rule	Solution definition	Incident field where the recommendation is available
Assignment group recommendation	Incident Assignment Predicts values for the Assignment group field based on the short description of the incident.	Assignment group
Configuration item	Incident Configuration Item Predicts values for the Configuration Item field based on the short description of the incident.	Configuration item
Service recommendation rule	Incident Service Predicts values for the Incident Configuration Item field based on the short description of the incident.	Service

Table 2. Recommendation rules for card groups in the Recommendations panel
Recommendation rule	Solution definition	Associated card group in the Recommendations panel	Primary action for the card group	Other actions for the card group
Knowledge articles	Similar Knowledge Articles Predicts knowledge articles that the current incident can be linked to.	Knowledge articles	Attach: Attaches the recommended knowledge article to the current incident. On the incident record page, this article is displayed in the Attached Knowledge list of the Related records tab.	Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel.
Propose major incident	Major Incident Recommendation Recommends the current incident to be proposed as a major incident.	Propose major incident	Propose major incident: Proposes the current incident as a major incident. The Major incident state field is set to Proposed for the incident.	View similar incidents: Displays a list of similar incidents related to the current incident. After viewing similar incidents, you can decide if the current incident can be proposed as a major incident.
Relevant problems	Similar Open Problems Predicts relevant problems that the incident can be linked to.	Relevant problems	Link problem: Links the recommended problem to the current incident. On the incident record page, this problem is displayed in the Related Records section of the Details tab.	Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel.
Similar major incidents	Major Incident Recommendation Predicts similar active major incidents that the current incident can be linked to.	Similar major incidents	Add as a child incident: Adds the recommended incident as a parent to the current incident. On the current incident record page,the parent incident is then displayed in the Related Records section of the Details tab.	Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel.
Similar open incidents	Similar Open Incidents Predicts similar open incidents that the current incident can be linked to.	Similar open incidents	Link as a parent incident: Adds the recommended incident as a parent to the current incident. On the current incident record page, the parent incident is then displayed in the Related Records section of the Details tab.	Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel.
Similar resolved incidents	Similar Resolved Incidents Predicts similar resolved incidents to help with incident investigation and resolution processes.	Similar resolved incidents	Link incident: Links the recommended incident to the current incident. On the current incident record page, the linked incident is then displayed as the parent incident in the Related Records section of the Details tab.	Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel.