---
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 rules for an incident in Service Operations Workspace

# Recommendation rules for an incident in Service Operations Workspace {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 rules for an incident in Service Operations Workspace

Recommendation rules in Service Operations Workspace help predict and suggest values or records to assist with incident management.
These rules are based on solution definitions installed via specific plugins.
The legacyRecommendation Frameworkis deprecated and replaced by theRecommended Actions for ITSMfeature, which requires theAdvanced Recommended Actions for ITSMplugin and an ITSM Pro subscription for the latest capabilities.
Show full answer Show less  

## Key Features

* **Field-level Recommendations:** These rules predict values for key incident fields based on the incident's short description:
  * **Assignment Group Recommendation:** Suggests the assignment group.
  * **Configuration Item Recommendation:** Suggests the configuration item.
  * **Service Recommendation:** Suggests the service associated with the configuration item.
* **Card Group Recommendations in the Recommendations Panel:** These group recommendations provide actionable suggestions related to an incident:
  * **Knowledge Articles:** Predicts relevant articles that can be attached to the incident or discarded.
  * **Propose Major Incident:** Suggests proposing the incident as a major incident and allows viewing similar incidents.
  * **Relevant Problems:** Suggests problems to link to the incident, with options to link or discard.
  * **Similar Major Incidents:** Predicts similar active major incidents to link as parent or discard.
  * **Similar Open Incidents:** Suggests linking open incidents as parents or discarding.
  * **Similar Resolved Incidents:** Provides similar resolved incidents for investigation and resolution assistance, with options to link or discard.

## Practical Considerations for ServiceNow Customers

* To leverage advanced recommendations, install the relevant plugins and ensure you have the ITSM Pro subscription.
* Each recommendation rule requires the corresponding solution definition plugin to function properly.
* Recommendations appear contextually on incident forms and within the Recommendations panel, enabling efficient incident triage and resolution.
* Actions like attaching knowledge articles or linking related records help streamline incident management workflows.
* Discarding irrelevant recommendations moves them to the history tab, helping maintain recommendation relevance.  
Recommendations for an incident are based on rules defined in Recommendation Framework.
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-rules__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.").

For each recommendation rule to work, install the relevant plugin that installs the
corresponding solution definition. Based on this solution definition, the recommendation
rule predicts values or records for an incident.  
{#recommendation-rules__table_atz_nn5_rsb__entry__3}

| Recommendation rule | Solution definition | Incident field where the recommendation is available |
|-|-|-|
| Assignment group recommendation | Incident Assignment Predicts values for the Assignment group field based on the short description of the incident. | Assignment group |
| Configuration item | Incident Configuration Item Predicts values for the Configuration Item field based on the short description of the incident. | Configuration item |
| Service recommendation rule | Incident Service Predicts values for the Incident Configuration Item field based on the short description of the incident. | Service |
[Table 1. Recommendation rules for field-level recommendations on an incident form]

{#recommendation-rules__table_atz_nn5_rsb}  
{#recommendation-rules__table_x4c_dgq_xsb__entry__5}

| Recommendation rule | Solution definition | Associated card group in the Recommendations panel | Primary action for the card group | Other actions for the card group |
|-|-|-|-|-|
| Knowledge articles | Similar Knowledge Articles Predicts knowledge articles that the current incident can be linked to. | Knowledge articles | Attach: Attaches the recommended knowledge article to the current incident. On the incident record page, this article is displayed in the Attached Knowledge list of the Related records tab. | Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel. |
| Propose major incident | Major Incident Recommendation Recommends the current incident to be proposed as a major incident. | Propose major incident | Propose major incident: Proposes the current incident as a major incident. The Major incident state field is set to Proposed for the incident. | View similar incidents: Displays a list of similar incidents related to the current incident. After viewing similar incidents, you can decide if the current incident can be proposed as a major incident. |
| Relevant problems | Similar Open Problems Predicts relevant problems that the incident can be linked to. | Relevant problems | Link problem: Links the recommended problem to the current incident. On the incident record page, this problem is displayed in the Related Records section of the Details tab. | Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel. |
| Similar major incidents | Major Incident Recommendation Predicts similar active major incidents that the current incident can be linked to. | Similar major incidents | Add as a child incident: Adds the recommended incident as a parent to the current incident. On the current incident record page,the parent incident is then displayed in the Related Records section of the Details tab. | Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel. |
| Similar open incidents | Similar Open Incidents Predicts similar open incidents that the current incident can be linked to. | Similar open incidents | Link as a parent incident: Adds the recommended incident as a parent to the current incident. On the current incident record page, the parent incident is then displayed in the Related Records section of the Details tab. | Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel. |
| Similar resolved incidents | Similar Resolved Incidents Predicts similar resolved incidents to help with incident investigation and resolution processes. | Similar resolved incidents | Link incident: Links the recommended incident to the current incident. On the current incident record page, the linked incident is then displayed as the parent incident in the Related Records section of the Details tab. | Discard: Discards the recommendation and moves it to the History tab in the Recommendations panel. |
[Table 2. Recommendation rules for card groups in the Recommendations panel]

{#recommendation-rules__table_x4c_dgq_xsb}