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Agent Intelligence for Incident Management

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Agent Intelligence for Incident Management

Use your instance records to build Incident Management-specific solutions.

Solution definitions

These solution definitions are available as templates on instances where both Agent Intelligence and Incident Management are active. Create your own solution definition records to customize the behavior.

Table 1. Solution Definitions for Incident Management
Solution Definition Solution Type Description
Incident Assignment Classification Predicts the Assignment group field from the Short description.
Incident Categorization Classification Predicts the Category field from the Short description.
Major Incident Detection Similarity

Recommends similar active major incidents which the current incident can be linked to.

Recommends similar incidents to propose a major incident.

Similar Incidents (Major Incident Workbench) Similarity Recommends similar incidents that are not linked as child incidents to a major incident.
Similar Incidents Similarity Recommends similar incidents to help with incident investigation and resolution processes.
Similar Open Incidents Similarity Recommends similar open incidents that the current incident can be linked to.
Similar Resolved Incidents Similarity Recommends similar resolved incidents to help with incident investigation and resolution processes.

Business rules for classification solutions

These business rules apply only to the Incident Assignment and Incident Categorization solution definitions and are available only on instances where both Agent Intelligence and Incident Management are active. Create your own business rules on the Incident table to customize prediction and reporting behaviors.

Table 2. Business rules for Incident Management
Business rule Table Description
Default Incident Based Prediction Incident Generates prediction results for active Incident Management solutions. Shows prediction results in an information message to users with the itil role. Runs when an incident record is inserted. Only updates the output field with a predicted value if it has not been previously set to a value that is different from the default value.
Update Prediction Results Incident Updates the solution precision and coverage statistics. Runs when an incident record is closed.

Upgrade Information

If your instance is running on the Kingston release and you are upgrading to the Madrid release:
  • The Default Incident Based Prediction business rule is replaced with the read-only Incident Based Prediction (Template). Make a copy of this business rule and customize it to reflect the specifics of your implementation and activate it.
  • In a global domain environment, use the new solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule.
  • In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization.
  • The business rule template now calls the applyPredictionForSolution() method to predict regardless of any changes to the default value.

Maintaining prediction accuracy

You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas.

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