---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Rules in Recommended Actions for ITSM

# Rules in Recommended Actions for ITSM {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
ITSM base system includes the following rules.
{#rules-in-recommended-actions-for-itsm__table_lr3_4tn_cyb__entry__2}{#rules-in-recommended-actions-for-itsm__table_lr3_4tn_cyb__entry__3}{#rules-in-recommended-actions-for-itsm__table_lr3_4tn_cyb__entry__5}{#rules-in-recommended-actions-for-itsm__table_lr3_4tn_cyb__entry__7}{#rules-in-recommended-actions-for-itsm__table_lr3_4tn_cyb__entry__9}{#rules-in-recommended-actions-for-itsm__table_lr3_4tn_cyb__entry__11}

| Rule | Description |
| Active incident | This will show all valid recommendations if the incident is active. |
| Active non-child non-MI Incident | This will show all valid recommendations if the incident is active, with no child incident, and which is not a major incident. |
| AI Search | This will allow you to search for AI powered recommendations across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change Request, Change task, Interaction, and Request. |
| Major Incident with no Problem record | This will show all valid recommendations for the major incidents with no problem record. |
| High impact Problem with no known error article | Displays the Create known error article recommendation for a high-impact problem with no attached known error article. |
|-|-|
[Table 1. Rules description]

{#rules-in-recommended-actions-for-itsm__table_lr3_4tn_cyb}