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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Access Recommended Actions for ITSM Panel

# Access Recommended Actions for ITSM Panel {#ariaid-title1}

Release version: Australia  
Updated August 14, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Agents access recommended actions in Service Operations Workspace to view a list of recommendations that are presented to help to resolve incidents. They can also manually search for AI-powered recommendations to quickly find solutions.
There are two ways that an agent can view the recommendations when resolving incidents: as actionable real-time recommendations in the side panel or as field-level recommendations while updating or creating
the records in Service Operations Workspace.  
The recommended actions panel search results are available in the following records:

* Incident  
  Note:  
  Incidents offer field level recommendations in Service Operations Workspace.
* Incident task
* Problem
* Problem task
* Change request
* Change task
* Interaction
* Request

{#sow-itsm-access-ra-panel__ul_qdz_g52_1cc}For incident records, select the Recommendations icon (![Recommended Actions icon.]()) to display the Recommended actions and Search sub-tabs, as shown in the following diagram.  
Note:  
The Search sub-tab enables you to manually search for AI-powered recommendations.

For other records, selecting the Recommendations icon (![Recommended Actions icon.]()) displays only the AI-powered search results, as shown in the following diagram.


For more information, see [Get guidance-based recommendations](https://www.servicenow.com/docs/aofr2gicUgc0aFDBox65cg "Get actionable real-time recommendations in the side panel to help address customer issues and resolve issues quickly.").

Agents can view field-level recommendations in the fields of an incident form in Service Operations Workspace.  
Note:  
If you're on a version prior 4.2, field-level recommendations appear as messages below the field. This will no longer be supported in future versions.

Starting from the version 4.2, field recommendations appear in a drop-down when you select the field. For more information, see [Get field recommendations](https://www.servicenow.com/docs/SRH2OaHo9I6QLQSOkrtxCg "Get incident field recommendations in Service Operations Workspace while creating or updating incidents.").