---
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


---

# Set up

# Set up similar records prediction model {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use Task Intelligence for ITSM to set up similar records prediction model, define the purpose of the model, and train it with your data to make predictions. Access your model's performance results, set the prediction
preferences and behavior, and deploy your model. 

## Before you begin

Role required: sn_ti_admin.tia_admin or sn_itsm_ml_task.ti_admin

## About this task

You can configure any of the following similarity-based models:

* Similar Incidents: For predicting the similar incidents for incidents table.
* Similar open Change Requests for Incident: For predicting the similar change requests for incident table.
* Similar open Problems for Incident: For predicting the similar problems for incident table.
* Major Incident Recommendation: For recommending similar active major incidents which the current incident can be linked to, and for recommending that you propose similar incidents as a major incident.
{#set-up-similar-records-prediction-model__ul_fhh_5tm_2dc}

## Procedure

1. Navigate to AllTask Intelligence for ITSMSetup to access the Task Intelligence Admin Console.
2. On the Surface similar records to reduce resolution time card, select Set up model.  
   This action opens the model and displays the introductory pages. Each page in the model asks you questions and helps you select the information needed to build an effective model.
{#set-up-similar-records-prediction-model__steps_tqp_p4g_1cc}

## What to do next

After you open the model, complete the wizard to define the purpose, train, assess, and deploy the model. For more information, see [Define the purpose](https://www.servicenow.com/docs/E4NffVWGVsbLUFXj80lP1A "Specify the purpose of the similar records model. You can select the prediction table for which predictions will be generated. Then, select the training table (Incidents, Problems, or Change Requests) which will appear as predictions based on similarities between their selected fields.").  
To make the model's predictions appear to agents in Service Operations Workspace:

1. Set a recommended action for the context (for example, Incident) and map the model into the Resource generator's Model field.
2. Confirm that the rule for the recommendation is active in the Recommended Actions for ITSM configuration.

To test the model before agents rely on it, view sample results during the assess step or set the prediction behavior to Monitor only to run predictions in the background. For more information, see [Assess the similarity model](https://www.servicenow.com/docs/9lzvPeGllpMTIZ6Z~VrYMA "Assess the results from the model training and view sample results to see the similar records predicted for incidents. Reviewing the results gives you a preview of how your model will perform after being deployed. Based on the sample results, select the prediction preference.").
* **[Define the purpose](https://www.servicenow.com/docs/E4NffVWGVsbLUFXj80lP1A)**   
  Specify the purpose of the similar records model. You can select the prediction table for which predictions will be generated. Then, select the training table (Incidents, Problems, or Change Requests) which will appear as predictions based on similarities between their selected fields.
* **[Train the similarity model](https://www.servicenow.com/docs/Wybm5AJpNWdCAglrkW1X6g)**   
  Train your similar record models with training data to predict the similar records by recognizing similarities between fields of Incident table and training tables.
* **[Assess the similarity model](https://www.servicenow.com/docs/9lzvPeGllpMTIZ6Z~VrYMA)**   
  Assess the results from the model training and view sample results to see the similar records predicted for incidents. Reviewing the results gives you a preview of how your model will perform after being deployed. Based on the sample results, select the prediction preference.
* **[Deploy the similarity model](https://www.servicenow.com/docs/4a6ElupsoIdpg9GsAT9R~A)**   
  Deploy the Similar incidents model to predict the similar records for the incidents. 

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