---
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


---

# Recommended Actions for ITSM Workflow

# Recommended Actions for ITSM Workflow {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure AI-driven recommendations for ITSM records by creating contexts, setting rules, and defining resource generators with action types. Use this workflow to enable guidance-based and field-level recommendations in Service Operations Workspace.

## Before you begin

Role required: admin

## About this task

The workflow for Recommended Actions for ITSM includes the following:

## Procedure

1. Create or use a context.
   1. Use any of the following contexts to find and use the recommendations in Service Operations Workspace.  
      * Incident
      * Incident task
      * Problem
      * Problem task
      * Change request
      * Change task
      * Interaction
      * Request

      {#sow-itsm-ra-workflow__ul_xtr_bk5_fkc}  
      Note:  
      * For more information about contexts, see [Contexts in Recommended Actions for ITSM](https://www.servicenow.com/docs/Xx99Bj2boUUgqzT2g_zAcw "The ITSM base system includes the following context.").
      * For incidents, you can use guidance-based recommendations in the Recommended actions sub- tab or manually search for AI-driven recommendations in the Search sub-tab. For more information about guidance-based recommendations, see [Guidance based recommendations in Recommended Actions for ITSM](https://www.servicenow.com/docs/STSg2vlSyShKZvm_us9qJg "ITSM base system includes the following guidance based recommendations.").
      {#sow-itsm-ra-workflow__ul_qzs_jr5_fkc}
   {#sow-itsm-ra-workflow__substeps_bq3_zj5_fkc}
2. Set rules.
   1. Configure the recommendations for required roles and conditions.
   {#sow-itsm-ra-workflow__substeps_bdm_qr5_fkc}
3. Create recommendations where you select a resource generator and action types.
   1. Create Resource Generator.  
      Resource generators provide information that you can use as inputs to actions such as recommendation guidance and field recommendations. The trained machine learning solution models configured in Predictive Intelligence or Task Intelligence for ITSM are used as solutions in the generator type to get the required recommendations for the incident forms in Service Operations Workspace.  
      Note:  
      * The Incident Fields value prediction (TI) and Similar Incidents (TI) are the only recommendations where the trained models come from Task Intelligence for ITSM. For more information, see [Task Intelligence for ITSM](https://www.servicenow.com/docs/Q8LbFI6Mt2MXn68LnmYeQA "ServiceNow Task Intelligence for ITSM uses machine learning to set up, deploy, and track solution-based models to achieve important business outcomes.").

      * All remaining recommendations use the trained model from Predictive Intelligence. For more information, see [Predictive Intelligence for Incident Management](https://www.servicenow.com/docs/pwZU5h5SnjqzO7sgAsv4Ww "Use your instance records to build classification and similarity solutions for Incident Management.").

      {#sow-itsm-ra-workflow__ul_xfm_fl5_fyb}
   2. Create Action type.  
      Configure the actions that an agent can perform for Recommended Actions guidance. Update the following:
      * Input: Select the input fields.
      * Output: Select the options to decide how the recommendations should look in the input fields.
      * Action: Select the actions that are presented to the agent to perform the guidance.

      {#sow-itsm-ra-workflow__ul_ngg_xk5_fyb}  
      Note:  
      For more information, see [Configuring Recommended Actions for ITSM in Service Operations Workspace](https://www.servicenow.com/docs/ZCUphqqGuavW1foUxZQ9Kg "Configure contexts, rules, recommendations, and resource generators to provide agents with AI-powered suggestions when working with incidents, problems, change requests, and other records in Service Operations Workspace in ITSM.").
   {#sow-itsm-ra-workflow__substeps_u5g_tr5_fkc}

## Result

Get guidance-based or field-level recommendations for records in Service Operations Workspace. For more information, see [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.").