Recommendation Framework in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Recommendation Framework in Service Operations Workspace

    The Recommendation Framework in Service Operations Workspace, which allows agents to view dynamic and contextual recommendations for relevant actions, has been deprecated. The Recommended Actions for ITSM feature is now the recommended approach, requiring the installation of the Advanced Recommended Actions for ITSM plugin and a subscription to the ITSM Pro package.

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    Key Features

    • Dynamic Recommendations: Access recommendations via the sidebar of an incident, with options to configure and group them into record and message cards.
    • Grouped Cards: All cards related to a single recommendation rule are organized together for easy reference, ensuring relevant data is easily accessible.
    • Actionable Cards: Each card includes a primary action and additional actions, with real-time updates to recommendations based on user interactions.
    • Field Level Predictions: Recommended values can be displayed in fields such as assignment group, configuration item, and service, allowing for auto-population based on defined rules.

    Key Outcomes

    By utilizing the Recommended Actions for ITSM, ServiceNow customers can enhance incident management efficiency, streamline decision-making with contextual recommendations, and improve overall service delivery through predictive insights. As agents interact with the recommendations, they can discard irrelevant options and track their actions in the History tab, leading to a more organized workflow.

    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.

    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.

    Recommendations are available in multiple areas for an incident in Service Operations Workspace.

    Recommendations from the sidebar for an incident

    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.
    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
    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.

    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

    A predicted value is displayed for these fields in the Details tab of an incident.
    • Assignment group
    • Configuration item
    • Service

    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. When a threshold value is configured, the recommended value can be stamped or auto-populated as the field value. For information about this configuration, see .

    Figure 2. Recommendations at field level
    Recommendations at field level