--- sourceDocument: Brazil IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Predictive Intelligence for Incident Management # Predictive Intelligence for Incident Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Predictive Intelligence for Incident Management Predictive Intelligence for Incident Management leverages your instance records to create tailored machine learning solutions that enhance incident handling. It uses solution definitions---pre-built templates available when both Predictive Intelligence and Incident Management are active---to automate classification and similarity recommendations, helping you streamline incident resolution and assignment processes. Show full answer Show less ## Key Features * **Solution Definitions:** Templates that predict key incident fields or recommend related incidents based on text analysis. Types include: * **Classification Solutions:** Predict Assignment Group, Category, Service, or Configuration Item from the incident's short description. * **Similarity Solutions:** Recommend similar active, open, closed, resolved, or major incidents to assist with linking and investigation. * **Major Incident Detection:** Suggests potential major incidents by identifying similarity relationships. * **Plugin Dependencies:** Specific plugins must be enabled to use these solutions, including: * `com.glide.platformml` and `com.snc.incident.mlsolution` for classification. * `com.snc.incident.mim.mlsolution` and `com.snc.contextualsearchml` for similarity and major incident recommendations. * **Business Rules for Classification:** A default business rule updates prediction accuracy metrics when incidents close. Customers can create custom business rules on the Incident table to tailor prediction and reporting behaviors. ## Key Outcomes * Automated and more accurate assignment of incidents, improving team efficiency. * Enhanced incident categorization and service identification to speed up triage and routing. * Improved incident investigation and resolution through recommendations of similar incidents and major incident linking. * Ability to customize and maintain prediction accuracy by retraining models, adjusting solutions, and refining business rules to adapt to evolving business needs. * Guidance for smooth upgrades from previous releases, including considerations for global and domain-separated environments. Use your instance records to build specific solutions for Incident Management. ## Solution definitions {#predictive-intelligence-for-incident__section_ifk_n1t_kbb} These solution definitions are available as templates on instances where both Predictive Intelligence and Incident Management are active. Create your own solution definition records to customize the behavior. {#predictive-intelligence-for-incident__table_bdh_nzs_kbb__entry__3} | Solution Definition | Solution Type | Description | |-|-|-| | Incident Assignment | Classification | Predicts the Assignment group field from the Short description. | | Incident Categorization | Classification | Predicts the Category field from the Short description. | | Incident Service | Classification | Predicts the Service field from the Short description. | | Incident Configuration Item | Classification | Predicts the Configuration item field from the Short description. | | Major Incident Detection | Similarity | Recommends similar active major incidents which the current incident can be linked to. Recommends similar incidents to propose a major incident. | | Similar Incidents (Major Incident Workbench) | Similarity | Recommends similar incidents that are not linked as child incidents to a major incident. | | Similar Incidents | Similarity | Recommends similar incidents based on the Short description and Description fields, to help with incident investigation and resolution processes. | | Similar Open Incidents | Similarity | Recommends similar open incidents based on the Short description and Description fields, that the current incident can be linked to. | | Similar Closed Incidents | Similarity | Recommends similar closed incidents based on the Short description and Description fields, to help with incident investigation and resolution processes. | | Similar Resolved Incidents | Similarity | Recommends similar resolved incidents to help with incident investigation and resolution processes. | [Table 1. Solution Definitions for Incident Management] {#predictive-intelligence-for-incident__table_bdh_nzs_kbb} Solution definitions and the required plugins are as follows:{#predictive-intelligence-for-incident__table_ekm_dwq_hnb__entry__2} | Solution definition | Plugins | |-|-| | * Incident Assignment * Incident Categorization * Incident Service * Incident Configuration Item {#predictive-intelligence-for-incident__ul_pj4_hwq_hnb} | The plugins com.glide.platform_ml and com.snc.incident.ml_solution must be active. | | Similar Incidents (MIM) | The plugins com.glide.platform_ml and com.snc.incident.mim.ml_solution must be active. | | Major Incident Recommendation | The plugins com.snc.contextual_search_ml and com.snc.incident.mim.ml_solution must be active. | | * Similar Open Incidents * Similar Resolved Incidents * Similar Incidents * Similar Knowledge Articles {#predictive-intelligence-for-incident__ul_ttq_yvq_hnb} | The plugins com.snc.contextual_search_ml and com.snc.incident.mim.ml_solution must be active. | [Table 2. Solution definitions and plugins] {#predictive-intelligence-for-incident__table_ekm_dwq_hnb} For more information on classification and similarity solution, refer to [Create solution definition](https://www.servicenow.com/docs/access?context=create-solution-definition&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) and [Create similarity solution](https://www.servicenow.com/docs/access?context=create-similarity-solution&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). ## Business rule for classification solutions {#predictive-intelligence-for-incident__section_mtl_41t_kbb} This business rule applies only to the Incident Assignment and Incident Categorization solution definitions and is available only on instances where both Predictive Intelligence and Incident Management are active. Create your own business rules on the Incident table to customize prediction and reporting behaviors. {#predictive-intelligence-for-incident__table_fjk_q1t_kbb__entry__3} | Business rule | Table | Description | |-|-|-| | Update Prediction Results | Incident | Updates the solution precision and coverage statistics. Runs when an incident record is closed. | [Table 3. Business rule for Incident Management] {#predictive-intelligence-for-incident__table_fjk_q1t_kbb} Upgrade Information If your instance is running on the Kingston release and you are upgrading to the Brazil release: * In a global domain environment, use the new solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule. * In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization. * The business rule template now calls the applyPredictionForSolution() method to predict regardless of any changes to the default value. {#predictive-intelligence-for-incident__ul_ynv_tcc_x2b} Maintaining prediction accuracy You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas.