Resolve issues using in-form deflection Now Assist for IT Service Management (ITSM)

Use the create incident form with Now Assist for IT Service Management (ITSM) to find a solution and deflect the issue without creating an incident.

Before you begin

User context based on hardware and location must be configured in the system for personalized results.

Role required: none

Procedure

1. Access the Create New incident form.
   1. Navigate to the employee portal.
   2. Search for 'Create incident with Now Assist for ITSM.
2. In the Short description field, enter a brief description of the issue you're experiencing.

   Specific descriptions return more relevant results. For example, enter "my laptop is not working" rather than "computer broken." The system uses your description to search the knowledge base and will apply your user context related to hardware and location to return personalized results.

3. Review the search results in the Incident search results widget.

   Now Assist for IT Service Management (ITSM) displays relevant solutions from the knowledge base. The results are personalized based on your hardware such as your assigned device and location.

   
   
   
4. If one of the solutions resolves your issue, select Solution found.

   Selecting Solution found closes the form and marks the issue as resolved through deflection. No incident is created. The issue is recorded as deflected.

5. Optional: If no solution in the search results resolves your issue, provide additional details in the Please describe your issue below field and select Proceed with incident creation.

   Select Proceed with incident creation to create an incident record that will be assigned to an incident management team. Use this path when deflection is not applicable or when you need formal tracking and assignment.

   Note:

   After selecting Solution found, the issue is recorded as deflected.