---
sourceDocument: Brazil Build or modify applications
sourceDocumentLink: https://www.servicenow.com/docs/r/application-development

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Build or modify applications

ft:clusterId :

    - cadev

bundleId :

    - cadev

workflow :

    - Development, Data, and Analytics


---

# Configure insights

# Configure ITSM insights in the Process Mining dashboard {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and insights page.

## Before you begin

Important:  
This feature is included with the Process Mining ITSM content pack, which is delivered automatically when ITSM is installed on your instance. For more information, see [Automatic delivery of content packs](https://www.servicenow.com/docs/7VSmdJOTeQn6c07ZRbYI5Q "Starting with the Brazil release, most Process Mining content packs are delivered automatically with Process Mining and no longer require manual installation from the ServiceNow Store.").

Role required: sn_process_mining_power_user

## About this task

## Procedure

1. Navigate to AllProcess MiningProcess Configurations.
2. [Configure the desired
   finding definitions](https://www.servicenow.com/docs/access?context=view-business-findings&version=brazil&pubname=brazil-now-intelligence&ft:locale=en-US).  
   The insights filters listed in the following table are available by default.{#configure-insights-itsm-po__table_jc3_pzy_2qb__entry__2}

   | Work item | Insights filters |
   |-|-|
   | Incident | * Multihop issue * Solution rejection issue * Misuse of On Hold state * SLA missed issues {#configure-insights-itsm-po__ul_kc3_pzy_2qb} |
   | Problem | * Problem was canceled * Problem risk was accepted * Resolved problem was reanalyzed * Problem fix not completed * Problem reopened {#configure-insights-itsm-po__ul_lc3_pzy_2qb} |
   | Change requests | * Model is changed in the process * Pre-approved change requests * Failed change requests {#configure-insights-itsm-po__ul_mc3_pzy_2qb} |
   | Requested items | * RITM state is closed incomplete or closed skipped * Multihop: RITM going through two or more reassignment {#configure-insights-itsm-po__ul_nc3_pzy_2qb} |
   [Table 1. Insights filters for ITSM work items]

   {#configure-insights-itsm-po__table_jc3_pzy_2qb}

   When the finding rules are updated, you can view that in the Insights section in the dashboard.
3. On the Summary and insights page, for the selected insight:  
   * To perform process analysis, select Process Analysis. You can view the Process Mining map with the applied filters.
   * To perform cluster analysis, select Cluster Analysis. Select View cluster to view the results. For more information, see [View a cluster analysis](https://www.servicenow.com/docs/access?context=cluster-analysis&version=brazil&pubname=brazil-now-intelligence&ft:locale=en-US).
   {#configure-insights-itsm-po__ul_rn5_rcz_2qb}

*[\>]: and then