Suggested steps generation in Now Assist for IT Service Management (ITSM)
Generate suggested steps automatically by analyzing clusters of closed incidents with similar incident resolution in the Now Assist for IT Service Management (ITSM) application.
Vorbereitungen
Role required: itil
Warum und wann dieser Vorgang ausgeführt wird
Data from the short description field and the filter conditions set in the incident input table are used to generate the clusters based on similar past resolved incidents.
Prozedur
-
Using the List icon (
), open an incident that is not in Closed or Complete state.
-
Select the Recommendations icon (
).
The Recommended actions tab displays. -
In the Suggested steps by Now Assist card, select Generate.
The steps to resolve the incident appear in the Recommendations window in the incident record. This action may take a few minutes.