Configure Recommendation Framework for an incident in Service Operations Workspace
Enable recommendations at field level or from the contextual sidebar for an incident in Service Operations Workspace.
Before you begin
Role required: admin
Procedure
- Navigate to All > Recommendation Framework > Administration > Recommendation Properties.
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From the Recommendation Properties page, configure the recommendation framework
settings.
Table 1. Recommendation Framework properties Property Description Activate/Deactivate Recommendation Rule Assignment group recommendation for Incident Enables the field-level recommendation for the Assignment group field of an incident. Configuration item recommendation for Incident Enables the field-level recommendation for the Configuration item field of an incident. Knowledge articles for Incident Enables the Knowledge articles card when you access recommendations from the sidebar. Propose major incident for Incident Enables the Propose major incident card when you access recommendations from the sidebar. Relevant problems for Incident Enables the Relevant problems card when you access recommendations from the sidebar. Service recommendation for Incident Enables the field-level recommendation for the Service field of an incident. Similar major incidents for Incident Enables the Similar major incidents card when you access recommendations from the sidebar. Similar open incidents for Incident Enables the Similar open incidents card when you access recommendations from the sidebar. Similar resolved incidents for Incident Enables the Similar resolved incidents card when you access recommendations from the sidebar. Set threshold value for field level stamping Assignment group recommendation for Assignment group Threshold value for auto-populating a recommendation in the Assignment group field. When the prediction value is greater than or equal to the specified threshold value, the recommendation is auto-populated as the field value. Configuration item recommendation for Configuration item Threshold value for auto-populating a recommendation in the Configuration item field. When the prediction value is greater than or equal to the specified threshold value, the recommendation is auto-populated as the field value. Service recommendation for Service Threshold value for auto-populating a recommendation in the Service field. When the prediction value is greater than or equal to the specified threshold value, the recommendation is auto-populated as the field value. For information on recommendation rules, see Recommendation rules for an incident in Service Operations Workspace.
- Click Save.