--- 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 --- # Recommendation Framework in Service Operations Workspace # Recommendation Framework in Service Operations Workspace {#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 Recommendation Framework in Service Operations Workspace The Recommendation Framework in Service Operations Workspace was designed to provide agents with dynamic, contextual recommendations and enable them to take relevant actions within incidents. However, this framework is now deprecated and no longer supported or available for new activations. The recommended alternative is theRecommended Actions for ITSMfeature, which offers an enhanced experience and requires installing theAdvanced Recommended Actions for ITSMplugin along with anITSM Pro package subscription. Show full answer Show less Best practice suggests installing the **Task Intelligence for ITSM** plugin to access the advanced recommended actions capabilities. ## Recommendations within Service Operations Workspace Recommendations are integrated into multiple areas of incident management in the workspace: * **Sidebar Recommendations:** Agents can view a Recommendations panel in the incident sidebar, where recommendations are grouped and presented as cards. These cards come in two main formats: * **Record card:** Displays relevant record details and associated actions. * **Message card:** Shows a recommendation message with corresponding actions (e.g., proposing a major incident). Cards belonging to the same recommendation rule are grouped together (e.g., similar open incidents). Selecting a card opens detailed information and available actions in a new tab. Performing any action recalculates the recommendations dynamically. Agents can discard irrelevant recommendations, and once a primary action is completed, the card moves from the Current tab to the History tab. The highest priority card group's first card is shown as the top recommendation in the panel. * **Field-Level Recommendations:** Certain incident fields such as Assignment Group, Configuration Item, and Service display predicted values based on recommendation rules. When configured thresholds are met, these recommendations can auto-populate or stamp the field values, streamlining incident handling. ## Recommendation Rules All recommendations derive from predefined rules within the Recommendation Framework specific to incidents. These rules drive the prediction of relevant actions and values for various incident components. ## Practical Implications for ServiceNow Customers * Since the original Recommendation Framework is deprecated, customers should plan to transition to the Recommended Actions for ITSM feature to access the latest capabilities. * Installing the Advanced Recommended Actions for ITSM plugin and procuring the ITSM Pro subscription unlocks advanced recommendation functionalities. * Recommendations help agents take faster, more informed actions by dynamically suggesting relevant tasks and field values, improving incident resolution efficiency. * The grouping and prioritization of recommendations in the sidebar enhance usability and ensure agents focus on the most critical suggestions first. * Field-level recommendations automate routine data entry, reducing manual effort and potential errors. An agent can view dynamic and contextual recommendations and perform a relevant action. Recommendation Framework is now deprecated and no longer supported or available for new activation. Recommended Actions for ITSM feature provides the latest experience for this functionality. To get the advanced version, you must install the Advanced Recommended actions for ITSM (com.snc.uib.sow_itsm_ra_advanced) plugin and you must procure ITSM Pro package subscription.{#recommendation-framework-sow__para-recommendation-framework-deprecation-info} Note: The best practice to get the advanced version is to install the Task Intelligence for ITSM (com.snc.itsm_ml_task) plugin and procure the ITSM Pro package subscription. For more information, see [Exploring Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/TRTqqiQ1i88D6bEjtyaHTg "Recommended Actions for ITSM lets you set up and apply real-time actionable recommendations for speeding up the triaging process. You can resolve issues quickly across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change request, Change task, Interaction, and Request."). Recommendations are available in multiple areas for an incident in Service Operations Workspace. ## Recommendations from the sidebar for an incident {#recommendation-framework-sow__section_hm5_2sv_rsb} From the sidebar of an incident, you can access the Recommendations panel where you can configure and group recommendations in any of the following formats. * Record card: Relevant record details of a table and corresponding actions are available. * Message card: A message derived from the recommendation and corresponding actions is available. For example, Propose major incident card. {#recommendation-framework-sow__ul_kzq_fsv_rsb} Note: All cards of the same recommendation rule are grouped. For example, for the Similar open incidents rule for an incident in Service Operations Workspace, all relevant incidents are grouped as cards under Similar open incidents. Figure 1. Recommendations from the sidebar For information on available card groups for an incident and their dependencies on recommendation rules, see [Recommendation rules for an incident in Service Operations Workspace](https://www.servicenow.com/docs/3Lmor2WdRgmfoxbGSu~TYQ "Recommendations for an incident are based on rules defined in Recommendation Framework."). When you click a card or its record number, detailed information about that card and its actions is displayed in a new tab. Every card has a primary action and multiple other actions. For every action you perform on the card, the recommendations are recomputed. You can discard a recommendation if not relevant. Also, when you perform a primary action on a card, it moves from the Current tab to the History tab. Note: Based on the priority, the first card of the top card group is displayed as the top recommendation at the top of the Recommendations panel. ## Recommendations at the field level for an incident {#recommendation-framework-sow__section_ftk_msv_rsb} A predicted value is displayed for these fields in the Details tab of an incident. * Assignment group * Configuration item * Service {#recommendation-framework-sow__ul_pnn_bwv_rsb} These values are predicted based on a recommendation rule for each field. For information about these rules, see [Recommendation rules for an incident in Service Operations Workspace](https://www.servicenow.com/docs/3Lmor2WdRgmfoxbGSu~TYQ "Recommendations for an incident are based on rules defined in Recommendation Framework."). When a threshold value is configured, the recommended value can be stamped or auto-populated as the field value. Figure 2. Recommendations at field level * **[Recommendation rules for an incident in Service Operations Workspace](https://www.servicenow.com/docs/3Lmor2WdRgmfoxbGSu~TYQ)** Recommendations for an incident are based on rules defined in Recommendation Framework. **Related concepts** * [Knowledge Management in Service Operations Workspace](https://www.servicenow.com/docs/9bPvhbwWtgfdyyoskQ1cFQ "Knowledge articles provide agents with information such as self-help, troubleshooting, and task resolution.") * [Major Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/OEv1VF~6YXBbbXaHiRO~MA "Create and manage major incidents in Service Operations Workspace.") * [On-Call Scheduling in Service Operations Workspace](https://www.servicenow.com/docs/D1xj9dEtj4IzyXCOdPHxtQ "Use On-Call Scheduling in Service Operations Workspace to view and manage your shifts and schedules.") * [Problem Management in Service Operations Workspace](https://www.servicenow.com/docs/arBMoDZpizvqjBrG9JycmA "When you have recurring incidents or a major incident, you can create a problem to identify the root cause of the incidents and help prevent them from happening again. Use Service Operations Workspace to manage problems through their life cycle, share workarounds or fixes with related incidents, and create known error articles to help deflect incidents.") * [Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/FuqyLDLAooJiZ76QGUFNvQ "Get guidance-based or field-level recommendations for records in Service Operations Workspace.") * [ServiceNow integrations with Microsoft Teams in Service Operations Workspace](https://www.servicenow.com/docs/13wIENLM1sgtresWwtv0Vw "You can create a connected experience for users in Service Operations Workspace through ServiceNow integrations with Microsoft Teams.") * [Service Level Management in Service Operations Workspace](https://www.servicenow.com/docs/6R4rMUgbbfrybKmJYVkMjw#slm-sow "You can access the service level agreement (SLA) information for an incident on the Service Operations Workspace landing page and incident record page.") * [Walk-up Experience management in Service Operations Workspace](https://www.servicenow.com/docs/uzZ_WS~c4TbCM1uNkJzzoQ "Manage your Walk-up interactions and queues in Service Operations Workspace.") * [Collaboration in Service Operations Workspace](https://www.servicenow.com/docs/NhPL6f8xaOjYnnZHFifnKg "Collaboration services provide a way to communicate and collaborate in real time to resolve the incidents. You can initiate a chat or make conference calls using a service provider to communicate with stakeholders.") * [Computer Telephony Integration in Service Operations Workspace](https://www.servicenow.com/docs/LUG~QFrhQrCTfvPiOVaBrg "Service Operations Workspace provides an agent (with the sn_openframe_user role) to receive inbound calls and place outbound calls using the Computer Telephony Integration (CTI) interface.") * [Universal Request in Service Operations Workspace](https://www.servicenow.com/docs/yB2CSPl1hhH23sL7ilQIew "The Universal Request is a task that a requester creates from any of the sources that include: Agent Workspace, Service Operations Workspace, or using a Virtual Agent chat.") * [Universal Task in Service Operations Workspace](https://www.servicenow.com/docs/z0EFrRvJ~GSZ_w9bo4n8xQ "Agents can use the Universal Task application to create tasks for employees and to manage the request resolution.") * [Resetting password using Service-desk assisted Password Reset in Service Operations Workspace](https://www.servicenow.com/docs/SV0T~pAf0ChoskjEcXOyww "The Password Reset for Service Operations Workspace application enforces strong and secure passwords by enabling end users to reset or change their passwords by requesting the service desk agent.")