LEAP settings fields

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  • Updated April 14, 2026
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    Summary of LEAP settings fields

    LEAP settings in ServiceNow help estimate cost and time savings when automation is applied to incident management. These settings enable cost predictability by defining key parameters such as work note costs, time impacts, overhead multipliers for incident priorities, and thresholds for grouping and automation eligibility. Understanding and configuring these fields allows your organization to accurately measure and maximize the benefits of automation in reducing operational expenses and improving efficiency.

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    Cost and Time Estimation Fields

    • Cost per work note ($): Defines the labor and operational cost for each work note entry, used to calculate total cost savings from automation reducing work notes.
    • Time per work note (hrs): Average time spent per work note, helping estimate total time savings across incidents when automation is applied.
    • Overhead factors by priority: Multipliers applied to base costs for different priority incidents (P1 to P5) to reflect additional coordination and escalation effort. For example, P1 incidents multiply base cost by 1.8, while P5 multiply by 0.4, allowing more accurate cost impact estimation based on incident severity.

    Grouping and Automation Thresholds

    • Large group threshold: Sets the incident count above which a group is considered large and prioritized for automation. Default is 100 incidents.
    • Initial run groups with resolution steps: Limits the number of groups for which resolution steps are generated in the first LEAP run. Default is 500, balancing coverage with processing time.
    • Remapping eligibility threshold: Minimum ratio of incidents to group size for remapping eligibility, defaulting to 20%. Higher values focus remapping on well-populated groups, improving accuracy.
    • Default resolution steps filter: Condition builder filter defining which automation opportunities qualify for resolution step generation, defaulting to critical priority (automationpriority=40). This filter can be customized to adjust priority scope.

    LEAP AI Agent Settings

    • Problem creation agent: Configured with a minimum incident count (default 15) and severity levels (default Critical and High) to autonomously create Problem records from clusters meeting these criteria.
    • Knowledge base agent: Similarly, configured with a minimum incident count (default 15) and severity levels (default Critical or High) to autonomously generate knowledge base articles for qualifying incident clusters.

    Practical Benefits for ServiceNow Customers

    By accurately configuring LEAP settings, your organization can:

    • Predict cost and time savings from automation initiatives.
    • Prioritize high-impact incident clusters for automation and resolution.
    • Enable autonomous creation of Problem records and knowledge base articles to improve incident resolution efficiency.
    • Tailor automation scope and thresholds to align with operational priorities and volume characteristics.

    This ensures your automation efforts are both targeted and measurable, maximizing return on investment and service quality improvements.

    LEAP settings page field values help estimate cost and time savings when automation is used. These settings support cost predictability.

    LEAP settings fields

    Overhead factors are multipliers that are used for critical priority incidents and represent hidden costs.

    Field Description
    Cost per work note ($)

    Represents the cost for each work note, including labor and operational expenses for every incident. This value calculates total cost savings when automation reduces the number of work notes.

    Example: If your organization spends an average of $50 per work note entry, including analyst time and overhead, enter 50.
    Time per work note (hrs)

    Average time spent on each work note entry and helps estimate the total time impact across incidents.

    Example: If analysts spend an average of 30 minutes on each work note, enter 0.5. For a cluster of 100 incidents with 4 work notes each, LEAP estimates 200 hours of time savings when automation is applied.

    Priority 1 incidents often require more coordination, communication, and escalation — beyond just the direct work notes. For P1 incidents, the base cost is multiplied by 1.8 to reflect the additional impact.

    Example: If the base cost per work note is $50 and a P1 incident has 4 work notes, the adjusted cost is $50 × 4 × 1.8 = $360.
    P2 - High priority incidents

    For priority 2 incidents, the base cost is multiplied by 1.4 to reflect the additional impact.

    Example: If the base cost per work note is $50 and a P2 incident has 4 work notes, the adjusted cost is $50 × 4 × 1.4 = $280.
    P3 - Moderate priority incidents

    For priority 3 incidents, the base cost is multiplied by 1.1 to reflect the additional impact.

    Example: If the base cost per work note is $50 and a P3 incident has 4 work notes, the adjusted cost is $50 × 4 × 1.1 = $220.
    P4 - Low priority incidents

    For priority 4, the base cost is multiplied by 0.8 to reflect the additional impact.

    Example: If the base cost per work note is $50 and a P4 incident has 4 work notes, the adjusted cost is $50 × 4 × 0.8 = $160.
    P5 - Planning incidents

    For priority 5, the base cost is multiplied by 0.4 to reflect the additional impact.

    Example: If the base cost per work note is $50 and a P5 incident has 4 work notes, the adjusted cost is $50 × 4 × 0.4 = $80.
    Grouping configuration
    Large group threshold

    Groups that have more incidents than the threshold set are marked as large groups. The default value set is 100 incidents. The threshold helps LEAP prioritize high-volume clusters for automation analysis.

    Example: If the threshold is set to 200, any group containing more than 200 incidents is flagged as a large group.

    Initial run: Groups with resolution steps

    The maximum number of groups for which resolution steps are generated in the first run of LEAP. The default is 500. Increasing this value generates broader coverage but may extend processing time.

    Example: If set to 500, LEAP generates resolution steps for up to 500 groups in the first run.

    Remapping eligibility threshold

    The minimum ratio of incidents to group size required for a group to be eligible for remapping. The default is 0.2, which represents 20% of the group size. Higher values result in more selective remapping. Increasing this value limits remapping to only well-populated groups, reducing noise from small or transient clusters.

    Example: If set to 0.2, a group must contain at least 20% of the expected group size before it's eligible for remapping.

    Default resolution steps filter

    A condition builder filter that determines which automation opportunities are eligible for resolution step generation. The default filter is automation_priority=40, which corresponds to Critical priority. Update the filter using the condition builder to change the priority scope.

    LEAP AI agent settings fields

    Table 1. LEAP AI agent settings
    Field Description
    Problem creation agent
    Problem agent: Minimum incident count

    Minimum number of incidents a cluster must contain before the LEAP Problem creation agent autonomously creates a Problem record. The default value is 15.
    Problem agent: Severity

    Automation opportunity severity levels that make a cluster eligible for problem record creation by the LEAP Problem creation agent. You can select multiple severity levels. The default values are Critical and High.
    Knowledge base agent
    KB agent: Minimum incident count

    Minimum number of incidents a cluster must contain before the LEAP Knowledge base agent autonomously creates a knowledge base article. The default value is 15.
    KB agent: Severity

    Automation opportunity severity levels that make a cluster eligible for knowledge base article creation by the LEAP Knowledge base agent. You can select multiple severity levels. The default values are Critical or High.