ITSM base system includes the following guidances.

Table 1. Guidances description

Guidance	Description
Link to major incident	Enables agents to link the current incident to an existing major incident by clicking on Link to this major incident link on a recommended record, which sets the major incident as the parent of the current incident.
Propose Major Incident	Enables agents to propose a recommended incidents as major incidents.
Review and attach article for incident	Enables agents to review and attach an article for an Incident.
Show change request [No Action]	Enables agents to view change request details.
Show genius result [No Action]	Enables agents to view details of a genius result with no action.
Show Problem [No Action]	Enables agents to view details of a problem with no action.
[Incident] Attach KB	Enables agents to view relevant information and attach the KB article to the current incident.
[Incident] Copy resolution	Enables agent to copy the resolution of the resolved resolution to the current incident.
[Incident] Link open incident	Enables agents to link the current incident to an existing open incident by clicking on Link to this incident link on recommended record, which sets the open incident as the parent of the current incident.
[Incident] Link open problem	Enables agents to link the current incident to an existing open problem by clicking on Link to this problem link on recommended record, which sets the open problem as the parent of the current incident.
[Interaction] Review and attach article	Enables the agent to view relevant information and action for attaching KB to interaction.
[ Non-ML] Copy resolution	This guidance is used only for Non-ML recommendations. Enables agents to copy resolutions of the resolved incidents to the current incident.
[ Non-ML] Create Problem	This Guidance action creates a problem record for the Major Incident.
[ Non-ML] Link open incident	This guidance is specially used only for Non-ML recommendations. Enables agents to link the open incidents to the current incident.
[ Non-ML] Link open problem	This guidance is specially used only for Non-ML recommendations. Enables agents to link the open problems to the current incident.
[Task] Link change request	Enables agents to link change request to task.
[Task] Link incident	Enables agents to view the relevant information and action for incidents.
[Task] Link outage	Enables agents to view the relevant information and action for linking an outage to task.
[Task] Link problem	Enables agents to view the relevant information and action for problems.
[Task] Order item	This guidance action shows relevant information and action of catalog item. This guidance can be shown on any task type.