Task Intelligence for ITSM release notes

  • Release version: Store
  • Updated December 4, 2025
  • 1 minute to read

    • Version history for the Task Intelligence for ITSM application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 8.2.1 - December 2025
    New: Added scoped role sn_itsm_ml_task.ti_user that grants view-only access to the ITSM Task Intelligence Monitoring Dashboard.
    Version 8.1.0 - September 2025
    Changed: Ensured that predicted similarity count in the Task Intelligence admin page is correctly displayed for authorized roles.
    Version 8.0.0 - May 2025
    New Ships a new model out of the box to recommend a major incident using Task Intelligence.
    Version 7.0.0 - November 2024
    • New:
      • Updated the existing Task Intelligence template to be generic to surface similar problems and similar change requests along with similar incidents
      • Introduces new page "Define the purpose" to select the prediction and training tables for similarity models
      • Ships a new model out of the box to suggest similar open problems for incident
      • Ships a new model out of the box to suggest similar open change requests for incident
      • Support for defining conditions on training table for similarity models
    Version 6.0.1 - August 2024
    • New:
      • Ships a new Task Intelligence template to surface similar incidents
      • Ships a new model out of the box to suggest similar incidents
    • Changed: Renamed OOB incident categorization model to "Incident Categorization"
    Version 1.2.0 - February 2024
    • New:
      • Technical support to return top "n" recommendations.
        • "n" is being set in Recommended Actions application
    • Minor issue fixes
    Version 1.1.0 - November 2023
    Changed: The options for setting your preferences for each incident field are relocated to the Assess your model section.
    Version 1.0.0 - August 2023
    • Predict and recommend the incident field information to help with incident categorization and reduce the handle time for agents and increase productivity;
    • Define the purpose, set the prediction preferences and behaviour, train with your data, and deploy the solution model for predicting and recommending incident fields
    • Track and monitor the performance of the deployed model.
    • Edit the deployed model based on the performance results, train and deploy the model again.