Get field recommendations

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Get incident field recommendations in Service Operations Workspace while creating or updating incidents.

    Before you begin

    Role required: admin

    About this task

    • Field recommendations are only available in the Advanced Recommended actions for ITSM application, which requires the ITSM Pro package subscription.
    • The recommendations associated with field recommendations must be active.
    • The field recommendations must be configured in the Recommended Actions. For more information, see Create a field recommendation in Recommended Actions.

    Procedure

    1. Navigate to All > Workspace Experience > Workspaces > Service Operations Workspace.
    2. Perform one of the following actions to start creating an incident.
      OptionDescription
      From the List menu
      1. From the primary navigation, select the list icon (List icon).
      2. Select the add icon (add icon) next to the List tab.
      3. Select New Incident.
      From an incident list
      1. Navigate to a list of incidents.
        Note:
        The following lists are available for incidents:
        • Assigned to me
        • Unassigned
        • Open
        • Resolved
        • All
      2. Select New.
      From an interaction
      1. Open an interaction.
      2. From the record page, select Create incident.
    3. In the Description field and the Short description field, enter a description and a short description for the incident.
    4. Perform one of the following actions to get the field recommendations:
      • If you're on a version prior to 4.2, then press the tab key to get the field recommendations.

        The fields are auto-filled or recommended based on the output defined in the recommendation.

        UI of the field recommendations on a new incident form when using a version prior to 4.2.

      • If you're using a version after 4.2, select the required fields to see the field recommendations in the drop-down list.

        UI of the field recommendations on a new incident form when using a version after 4.2.