Predictive Intelligence for Incident Management

Release version: Australia

Updated March 12, 2026

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Summary of Predictive Intelligence for Incident Management

The Predictive Intelligence for Incident Management enables ServiceNow customers to leverage instance records to enhance incident management through predictive solutions. It offers templates for custom solutions that assist in automating incident classification, assignment, and major incident detection.

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Key Features

Solution Definitions: Various solution definitions are available, including Incident Assignment, Categorization, Service, and Configuration Item Classification, which predict relevant fields from the incident's short description.
Similarity Recommendations: The system recommends similar incidents, both open and closed, aiding in investigation and resolution processes.
Required Plugins: Certain plugins must be active for specific solution definitions, including com.glide.platformml and com.snc.incident.mlsolution.
Business Rules: Users can create business rules for classification solutions to customize prediction behaviors, including updating prediction results when an incident is closed.

Key Outcomes

By utilizing predictive intelligence, customers can improve incident resolution times and accuracy in categorization and assignment. Maintaining prediction accuracy is crucial; customers should retrain and modify solutions as business conditions change to ensure effective performance over time.

Use your instance records to build specific solutions for Incident Management.

Solution definitions

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.

Table 1. Solution Definitions for Incident Management
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.

Solution definitions and the required plugins are as follows:

Table 2. Solution definitions and plugins
Solution definition	Plugins
Incident Assignment Incident Categorization Incident Service Incident Configuration Item	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	The plugins com.snc.contextual_search_ml and com.snc.incident.mim.ml_solution must be active.

For more information on classification and similarity solution, refer to Create solution definition and Create similarity solution.

Business rule for classification solutions

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.

Table 3. Business rule for Incident Management
Business rule	Table	Description
Update Prediction Results	Incident	Updates the solution precision and coverage statistics. Runs when an incident record is closed.

Upgrade Information

If your instance is running on the Kingston release and you are upgrading to the Australia 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.

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.