Automation opportunity sub-groups
Summarize
Summary of Automation opportunity sub-groups
In the Zurich release of LEAP, large automation opportunities with over 150 records can be broken down into smaller, more manageable sub-groups. This approach enables more precise and targeted incident resolution by addressing related but distinct problems within a large dataset. The Action Insights panel on the automation opportunity details page provides recommendations for creating these sub-groups when dealing with large record volumes.
Show less
How Sub-grouping Works
For example, a large automation opportunity involving 300 password reset incidents may include different issue types such as VPN password resets, Active Directory account lockouts, and SSO token expiries. LEAP suggests dividing this large group into sub-groups so that each can have tailored resolution steps appropriate to the specific problem type, improving the relevance and effectiveness of resolutions.
Automatic Reorganization During Analysis Reruns
LEAP automatically reorganizes clusters during scheduled analysis reruns based on new incident patterns while preserving existing artifacts. This ensures continuity and efficiency in incident management without losing prior work. The handling of artifacts during reorganization is as follows:
- Resolution steps: Appended to the newly matched automation opportunity; users can retain or regenerate these steps.
- Playbooks: Remain active, linked to the new opportunity, with configurations and execution history preserved.
- Knowledge base articles: Stay active and maintain their association with the updated automation opportunity.
- Problem records: Remain linked to the new automation opportunity.
Automation opportunities without any associated artifacts after reorganization are marked as deactivated. Opportunities with artifacts continue to be active and linked to updated clusters, allowing reuse and refinement of existing resolutions.
Benefits for ServiceNow Customers
- Enables more focused and contextual resolution steps for recurring issues.
- Supports targeted solutions for similar but distinct incident types.
- Improves overall incident resolution efficiency.
- Facilitates better management of large automation opportunities by breaking them down.
- Promotes operational efficiency through reuse of prior resolutions and artifacts.
ServiceNow customers can leverage this functionality to enhance their incident management processes by creating sub-groups for large automation opportunities, leading to faster, more accurate resolutions and better operational outcomes.
Large automation opportunities in LEAP can be broken into smaller, more manageable sub-groups to achieve more granular and accurate incident resolution.
Large automation opportunities with over 150 records tend to generate overly lengthy resolution steps that lack precision and focus. These opportunities often represent a collection of related problems and issues that should be subdivided to produce more targeted and relevant solutions.
Breaking them into smaller sub-groups lets users obtain more refined resolutions for recurring issues. The Action Insights panel on the automation opportunity details page offers recommendations to create these sub-groups for opportunities containing large record volumes.
Sub-grouping example
A large automation opportunity containing 300 password reset incidents might include a mix of VPN password resets, Active Directory account lockouts, and SSO token expiry. While these are all password-related, each requires different resolution steps. LEAP displays suggestions for breaking the automation opportunity into three sub-groups so that each group receives targeted resolution steps — for example, one sub-group with VPN-specific steps, another with AD unlock procedures, and a third with SSO token refresh instructions.
Automatic reorganization
During scheduled LEAP analysis reruns, clusters are automatically reorganized based on newly observed incident patterns. LEAP preserves existing artifacts and links them to updated automation opportunities rather than overwriting them.
The following table describes how each artifact type is handled during reorganization:
| Artifact | Behavior during rerun |
|---|---|
| Resolution steps | Appended to the new matching automation opportunity. Users can keep the existing steps or select Regenerate to create fresh ones. |
| Playbooks | Remain active and are linked to the new matching automation opportunity. Existing playbook configurations and execution history are preserved. |
| Knowledge base articles | Remain active and retain their association with the automation opportunity. |
| Problem records | Remain active and are linked to the new matching automation opportunity. |
Automation opportunities that no longer have any associated artifacts after reorganization are marked as deactivated. Opportunities that contain resolution steps, playbooks, or other artifacts remain active and are linked to newly identified matching automation opportunities.
For example: An automation opportunity for "email delivery failures" has resolution steps and a playbook created in the previous analysis run. When LEAP reruns the analysis and reorganizes clusters, this opportunity is matched to a new cluster. The existing resolution steps are appended to the new automation opportunity. The user can review the appended steps and decide whether to keep them or regenerate new ones based on the updated cluster data.
Benefits of sub-grouping
- Provides more focused and contextual resolution steps
- Offers more targeted solutions for similar issues
- Improves incident resolution
- Enables more effective management of large automation opportunities
- Supports operational efficiency by reusing prior resolutions where appropriate
See Create sub-groups for automation opportunities for detailed steps to create sub-groups.