LEAP settings fields

  • Release version: Zurich
  • Updated April 14, 2026
  • 3 minutes to read
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    Summary of LEAP settings fields

    The LEAP settings fields in ServiceNow Zurich release enable customers to estimate cost and time savings gained through automation. These settings help enhance cost predictability by defining key parameters related to work notes, incident priorities, and group clustering in incident management. Additionally, LEAP AI agent settings configure thresholds for autonomous problem record and knowledge base article creation.

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    Key Features

    • Cost and Time per Work Note: Define the average cost (including labor and operational expenses) and time spent per work note entry. These values are crucial for calculating total savings when automation reduces manual work notes.
    • Overhead Multipliers by Incident Priority: Hidden costs for critical and other priority incidents are accounted for by applying multipliers to the base cost per work note. For example, Priority 1 incidents multiply the cost by 1.8, reflecting additional coordination and escalation efforts. Multipliers decrease progressively for lower priorities (P2: 1.4, P3: 1.1, P4: 0.8, P5: 0.4).
    • Grouping Configuration: Settings to manage incident clustering for automation analysis:
      • Large Group Threshold: Defines the incident count beyond which a group is flagged as large (default 100), helping prioritize high-volume clusters.
      • Initial Run Group Limit: Sets the maximum number of groups for which LEAP generates resolution steps in the initial run (default 500). Increasing this can broaden automation coverage but may increase processing time.
      • Remapping Eligibility Threshold: Minimum ratio of incidents to group size (default 20%) for remapping eligibility. Higher values reduce noise by limiting remapping to well-populated clusters.
      • Default Resolution Steps Filter: A condition filter that determines which automation opportunities qualify for resolution step generation, defaulting to critical priority (automationpriority=40). This is configurable via the condition builder to adjust priority scope.
    • LEAP AI Agent Settings: Configure autonomous creation thresholds for Problems and Knowledge Base articles:
      • Problem Creation Agent: Minimum incident count per cluster (default 15) and eligible automation opportunity severity levels (default Critical and High) to trigger problem record creation.
      • Knowledge Base Agent: Minimum incident count per cluster (default 15) and eligible severity levels (default Critical or High) to trigger creation of knowledge base articles.

    Key Outcomes

    • Accurate estimation of cost and time savings resulting from automation efforts in incident management.
    • Enhanced prioritization of automation opportunities by factoring incident severity and group volume.
    • Improved automation efficiency by setting clear thresholds for autonomous problem and knowledge base article creation.
    • Customizable filters and thresholds enable tailoring LEAP automation to organizational needs and workload characteristics.

    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.