---
sourceDocument: Brazil Platform Analytics
sourceDocumentLink: https://www.servicenow.com/docs/r/now-intelligence

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Platform Analytics

ft:clusterId :

    - par

bundleId :

    - par

workflow :

    - Platform


---

# Configure insights

# Configure ITSM insights in the Process Mining dashboard {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure rule definitions for incidents, problems, change requests, or request items to discover insights in the Summary and insights page.

## Before you begin

Important:  
This feature is included with the Process Mining ITSM content pack, which is delivered automatically when ITSM is installed on your instance. For more information, see [Automatic delivery of content packs](https://www.servicenow.com/docs/NXLuKLvy10aciHUbaN_NjQ "Starting with the Brazil release, most Process Mining content packs are delivered automatically with Process Mining and no longer require manual installation from the ServiceNow Store.").

Role required: sn_process_mining_power_user

## About this task

## Procedure

1. Navigate to AllProcess MiningProcess Configurations.
2. [Configure the desired
   finding definitions](https://www.servicenow.com/docs/qh7BBQOeGla1b9Q74mGD3Q#view-business-findings "View key information about your business process from the Summary and insights page. See goals and performance indicators, and get insights on the improvement opportunities.").  
   The insights filters listed in the following table are available by default.{#configure-insights-itsm-po__table_jc3_pzy_2qb__entry__2}

   | Work item | Insights filters |
   |-|-|
   | Incident | * Multihop issue * Solution rejection issue * Misuse of On Hold state * SLA missed issues {#configure-insights-itsm-po__ul_kc3_pzy_2qb} |
   | Problem | * Problem was canceled * Problem risk was accepted * Resolved problem was reanalyzed * Problem fix not completed * Problem reopened {#configure-insights-itsm-po__ul_lc3_pzy_2qb} |
   | Change requests | * Model is changed in the process * Pre-approved change requests * Failed change requests {#configure-insights-itsm-po__ul_mc3_pzy_2qb} |
   | Requested items | * RITM state is closed incomplete or closed skipped * Multihop: RITM going through two or more reassignment {#configure-insights-itsm-po__ul_nc3_pzy_2qb} |
   [Table 1. Insights filters for ITSM work items]

   {#configure-insights-itsm-po__table_jc3_pzy_2qb}

   When the finding rules are updated, you can view that in the Insights section in the dashboard.
3. On the Summary and insights page, for the selected insight:  
   * To perform process analysis, select Process Analysis. You can view the Process Mining map with the applied filters.
   * To perform cluster analysis, select Cluster Analysis. Select View cluster to view the results. For more information, see [View a cluster analysis](https://www.servicenow.com/docs/JiN32q7cke1OsH13E~ynTg "When identifying an activity, connection, improvement opportunity, or route as a potential bottleneck, view clusters of keyword descriptions and assignment groups to gain insights.").
   {#configure-insights-itsm-po__ul_rn5_rcz_2qb}

*[\>]: and then