LEAP settings fields

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

    The LEAP settings fields in ServiceNow Australia release enable customers to estimate cost and time savings achieved through automation. These settings support a fixed pricing model by providing key input values that reflect labor, operational expenses, and overhead costs associated with incident work notes. Proper configuration of these fields helps organizations predict savings more accurately and prioritize automation efforts effectively.

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    Key Settings and Their Practical Use

    • Cost per work note ($): Represents the average cost—including labor and overhead—for each work note entered on incidents. This value drives cost savings calculations when automation reduces work note entries.
    • Time per work note (hrs): Defines the average time spent on each work note, used to estimate total time savings across incidents impacted by automation.
    • Overhead factors by incident priority (P1 to P5): Multipliers applied to base costs to account for hidden costs like coordination and escalation. Higher priority incidents have larger multipliers, reflecting their greater operational impact. For example, P1 incidents multiply the base cost by 1.8, while P5 incidents multiply it by 0.4.
    • Grouping configuration:
      • Large group threshold: Defines the incident count above which a group is flagged as large, helping LEAP focus on high-volume clusters for automation. The default is 100 incidents.
      • Initial run - Groups with resolution steps: Sets the maximum number of groups for which LEAP generates resolution steps during the first analysis run. The default is 500 groups, balancing coverage and processing time.
      • Remapping eligibility threshold: Establishes the minimum ratio of incidents to group size required for remapping eligibility, with a default of 0.2 (20%). Higher thresholds limit remapping to well-populated groups, reducing noise.
    • Default resolution steps filter: A condition builder filter that determines which automation opportunities qualify for resolution step generation. By default, it targets critical priority (automationpriority=40) incidents, but customers can modify this filter to include other priority levels.

    What to Expect

    By configuring these LEAP settings accurately, ServiceNow customers can:

    • Gain reliable estimates of cost and time savings from automation applied to incident work notes.
    • Account for additional hidden costs associated with different incident priority levels, improving financial predictability.
    • Prioritize automation efforts on large or well-defined incident groups through grouping thresholds and remapping controls.
    • Control the scope of automation resolution step generation by adjusting group limits and priority filters.

    These capabilities enable organizations to better understand the financial and operational impact of automation, leading to more informed decision-making and efficient resource allocation.

    LEAP settings page field values help estimate cost and time savings when automation is used. These settings support cost predictability with the fixed pricing model.

    LEAP settings fields

    Field name Description
    Cost per work note ($)

    This value represents the cost for each work note that also includes labor and operational expenses for every incident.

    Example: If your organization spends an average of $50 per work note entry including analyst time and overhead, enter 50. This value is used to calculate total cost savings when automation reduces the number of work notes.
    Time per work note (hrs)

    This value is the average time spent on each work note entry used to 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.
    P1 - Critical priority incidents

    Overhead factors are multipliers that are used for high-priority incidents and represent hidden costs. 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

    Overhead factors are multipliers that are used for high-priority incidents and represent hidden costs. 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

    Overhead factors are multipliers that are used for moderate-priority incidents and represent hidden costs. 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

    Overhead factors are multipliers that are used for low-priority incidents and represent hidden costs. 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

    Overhead factors are multipliers that are used for low-priority incidents and represent hidden costs. 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 incidents more than the threshold set are marked as large groups. The default value set is 100 incidents.

    Example: If set to 200, any group containing more than 200 incidents is flagged as a large group, helping LEAP prioritize high-volume clusters for automation analysis.
    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.

    Example: If set to 500, LEAP generates resolution steps for up to 500 groups in the first run. Increasing this value generates broader coverage but may extend processing time.
    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.

    Example: If set to 0.2, a group must contain at least 20% of the expected group size before it is eligible for remapping. Increasing this value limits remapping to only well-populated groups, reducing noise from small or transient clusters.
    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.

    Example: The default value automation_priority=40 limits resolution step generation to critical priority automation opportunities. Modify the condition to include additional priority levels as needed.