---
sourceDocument: Australia IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-operations-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# LEAP settings field

# LEAP settings fields {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
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## Summary of LEAP settings fields

The LEAP settings page in ServiceNow Australia release provides configurable fields that help estimate cost and time savings when automation is applied to incident management.
These settings support cost predictability by defining how costs and time are calculated per work note and how incident priority affects those calculations.
Additionally, LEAP includes settings that configure grouping logic and AI agent behavior for automated problem and knowledge base article creation.
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## Key Features

* **Cost and Time per Work Note:** Define the average cost (labor + overhead) and time spent per work note entry to calculate savings that automation generates by reducing work notes.
* **Overhead Multipliers by Incident Priority:** Multipliers adjust the base cost for work notes depending on incident priority (P1 to P5), reflecting additional coordination and escalation efforts. For example, P1 incidents multiply base cost by 1.8, while P5 multiplies by 0.4.
* **Grouping Configuration:**
  * **Large Group Threshold:** Sets the incident count above which a group is flagged as large, prioritizing it for automation analysis.
  * **Initial Run Limit:** Controls the maximum number of groups for which resolution steps are generated in the first LEAP run, balancing coverage and processing time.
  * **Remapping Eligibility Threshold:** Defines the minimum incident-to-group size ratio required for a group to qualify for remapping, ensuring remapping focuses on well-populated clusters.
  * **Default Resolution Steps Filter:** Uses a condition builder to specify which automation opportunities generate resolution steps, typically starting with critical priorities but customizable to include others.
* **LEAP AI Agent Settings:**
  * **Problem Creation Agent:**
    * Minimum incidents in a cluster before creating a Problem record (default 15).
    * Severity levels that qualify clusters for problem creation (default Critical and High).
  * **Knowledge Base Agent:**
    * Minimum incidents before creating a knowledge base article (default 15).
    * Severity levels qualifying clusters for article creation (default Critical or High).
    * Default knowledge base and category where AI-created articles are stored (mandatory selection).
    * Eligible knowledge bases list limits manual article creation options to selected knowledge bases, enhancing user experience.

## Key Outcomes

* Accurate estimation of cost and time savings from automation by tailoring inputs to your organization's operational data.
* Improved prioritization and analysis of incident clusters by setting thresholds, ensuring focus on high-impact groups.
* Automated creation of Problem records and knowledge base articles triggered by cluster size and severity, streamlining incident management and knowledge sharing.
* Flexible resolution step generation to concentrate on critical and high-priority automation opportunities, optimizing automation impact.
* Centralized management of knowledge base routing for AI-generated articles, maintaining organized and relevant knowledge repositories.  
LEAP settings page field values help estimate cost and time savings when automation is used. These settings support cost predictability.

## LEAP settings fields {#aiops-leap-settings-fields__aiops-leap-settings-fields}

Overhead factors are multipliers that are used for critical priority incidents and represent hidden costs.
{#aiops-leap-settings-fields__aiops-leap-settings-fields__entry__2}

| Field | Description |
|-|-|
| Cost per work note ($) | Represents the cost for each work note, including labor and operational expenses for every incident. This value calculates total cost savings when automation reduces the number of work notes. Example: If your organization spends an average of $50 per work note entry, including analyst time and overhead, enter 50. |
| Time per work note (hrs) | Average time spent on each work note entry and helps estimate the total time impact across incidents. Example: If analysts spend an average of 30 minutes on each work note, enter 0.5. For a cluster of 100 incidents with 4 work notes each, LEAP estimates 200 hours of time savings when automation is applied. |
| P1 - High priority incidents | Priority 1 incidents often require more coordination, communication, and escalation --- beyond just the direct work notes. For P1 incidents, the base cost is multiplied by 1.8 to reflect the additional impact. Example: If the base cost per work note is $50 and a P1 incident has 4 work notes, the adjusted cost is $50 × 4 × 1.8 = $360. |
| P2 - High priority incidents | For priority 2 incidents, the base cost is multiplied by 1.4 to reflect the additional impact. Example: If the base cost per work note is $50 and a P2 incident has 4 work notes, the adjusted cost is $50 × 4 × 1.4 = $280. |
| P3 - Moderate priority incidents | For priority 3 incidents, the base cost is multiplied by 1.1 to reflect the additional impact. Example: If the base cost per work note is $50 and a P3 incident has 4 work notes, the adjusted cost is $50 × 4 × 1.1 = $220. |
| P4 - Low priority incidents | For priority 4, the base cost is multiplied by 0.8 to reflect the additional impact. Example: If the base cost per work note is $50 and a P4 incident has 4 work notes, the adjusted cost is $50 × 4 × 0.8 = $160. |
| P5 - Planning incidents | For priority 5, the base cost is multiplied by 0.4 to reflect the additional impact. Example: If the base cost per work note is $50 and a P5 incident has 4 work notes, the adjusted cost is $50 × 4 × 0.4 = $80. |
| Grouping configuration ||
| Large group threshold | Groups that have more incidents than the threshold set are marked as large groups. The default value set is 100 incidents. The threshold helps LEAP prioritize high-volume clusters for automation analysis. **Example:** If the threshold is set to 200, any group containing more than 200 incidents is flagged as a large group. |
| Initial run: Groups with resolution steps | The maximum number of groups for which resolution steps are generated in the first run of LEAP. The default is 500. Increasing this value generates broader coverage but may extend processing time. **Example:** If set to 500, LEAP generates resolution steps for up to 500 groups in the first run. |
| Remapping eligibility threshold | The minimum ratio of incidents to group size required for a group to be eligible for remapping. The default is 0.2, which represents 20% of the group size. Higher values result in more selective remapping. Increasing this value limits remapping to only well-populated groups, reducing noise from small or transient clusters. **Example:** If set to 0.2, a group must contain at least 20% of the expected group size before it's eligible for remapping. |
| Default resolution steps filter | A condition builder filter that determines which automation opportunities are eligible for resolution step generation. By default, this filter is set to 'Critical priority' (automation_priority=40). Therefore, resolution steps are generated only for critical automation opportunities. To include additional priorities, update the filter in the condition builder. The condition builder is accessible when you edit LEAP settings. Example: To generate resolution steps for both Critical and High priority automation opportunities, update the filter to select both Critical and High priority. |
[ ]

## LEAP AI agent settings fields {#aiops-leap-settings-fields__section_ai_agent_thresholds}

{#aiops-leap-settings-fields__table_ai_agent_thresholds__entry__2}

| Field | Description |
|-|-|
| Problem creation agent ||
| Problem agent: Minimum incident count | Minimum number of incidents a cluster must contain before the LEAP Problem creation agent autonomously creates a Problem record. The default value is 15. |
| Problem agent: Severity | Automation opportunity severity levels that make a cluster eligible for problem record creation by the LEAP Problem creation agent. You can select multiple severity levels. The default values are Critical and High. |
| Knowledge base agent ||
| KB agent: Minimum incident count | Minimum number of incidents a cluster must contain before the LEAP AI agent autonomously creates a knowledge base article. The default value is 15. |
| KB agent: Severity | Automation opportunity severity levels that make a cluster eligible for knowledge base article creation by the LEAP AI agent. You can select multiple severity levels. The default values are Critical or High. |
| Knowledge base routing ||
| Default knowledge base | The knowledge base where articles created automatically by the LEAP AI agent are stored. This field is mandatory. You can't save settings without selecting a value. Articles created through the ServiceNow Otto panel are also routed to this knowledge base. |
| Default category | The category within the default knowledge base where articles created by the LEAP AI agent are stored. The available categories are filtered based on the selected default knowledge base. |
| Eligible knowledge bases | The knowledge bases that users can select from when manually creating a knowledge base article from an automation opportunity using ActionsDraft KB article. When specific knowledge bases are selected, only those appear in the knowledge base selection dialog. If this field is not configured, all active knowledge bases are shown. |
[Table 1. LEAP AI agent settings]

{#aiops-leap-settings-fields__table_ai_agent_thresholds}

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