Recommendation Framework in Service Operations Workspace

Release version: Yokohama

Updated January 30, 2025

2 minutes to read

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Summary of Recommendation Framework in Service Operations Workspace

The Recommendation Framework in Service Operations Workspace was designed to provide agents with dynamic, contextual recommendations and enable them to take relevant actions on incidents. However, this framework is now deprecated and no longer supported or available for new activation.

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ServiceNow recommends using the Recommended Actions for ITSM feature as the modern replacement, which offers an advanced experience. To access this enhanced functionality, customers must install the Advanced Recommended actions for ITSM (com.snc.uib.sowitsmraadvanced) plugin and subscribe to the ITSM Pro package. The best practice is to also install the Task Intelligence for ITSM (com.snc.itsmmltask) plugin alongside the ITSM Pro subscription.

Recommendations in Service Operations Workspace

Recommendations appear in multiple locations within an incident record:

Sidebar Recommendations Panel: Displays grouped recommendations as cards, which can be either record cards (showing table record details and actions) or message cards (displaying messages derived from recommendations with actions, such as proposing a major incident).
Cards from the same recommendation rule are grouped together for clarity (e.g., similar open incidents).
Clicking a card or its record number opens detailed information and available actions in a new tab.
Each card offers a primary action and additional actions; performing any action triggers recomputation of recommendations.
Recommendations can be discarded if irrelevant, and primary actions move cards from the Current to History tab.
The highest priority card in the top group is displayed as the top recommendation.
Field-Level Recommendations: Certain incident fields (Assignment group, Configuration item, Service) display predicted values based on recommendation rules, which can be automatically populated when thresholds are met.

Recommendation Rules

The recommendations are generated based on predefined rules within the Recommendation Framework that apply to incidents. These rules determine how recommendation cards and field-level predictions are created and grouped.

Next Steps for Customers

For new implementations or upgrades, transition to the Recommended Actions for ITSM feature to benefit from the latest capabilities.
Install the necessary plugins (Advanced Recommended Actions and Task Intelligence for ITSM) and procure the ITSM Pro subscription to enable the advanced recommendation experience.
Configure recommendation thresholds to enable automatic stamping or auto-population of predicted field values in incident forms.

Related Functionality

Recommendation Framework integrates with various Service Operations Workspace modules such as Knowledge Management, Major Incident Management, On-Call Scheduling, Problem Management, Service Level Management, Collaboration, and others, enhancing the overall incident resolution process.

An agent can view dynamic and contextual recommendations and perform a relevant action.

Recommendation Framework is now deprecated and no longer supported or available for new activation. Recommended Actions for ITSM feature provides the latest experience for this functionality. To get the advanced version, you must install the Advanced Recommended actions for ITSM (com.snc.uib.sow_itsm_ra_advanced) plugin and you must procure ITSM Pro package subscription.

Note:

The best practice to get the advanced version is to install the Task Intelligence for ITSM (com.snc.itsm_ml_task) plugin and procure the ITSM Pro package subscription. For more information, see Exploring Recommended Actions for ITSM in Service Operations Workspace.

Recommendations are available in multiple areas for an incident in Service Operations Workspace.

Recommendations from the sidebar for an incident

From the sidebar of an incident, you can access the Recommendations panel where you can configure and group recommendations in any of the following formats.

Record card: Relevant record details of a table and corresponding actions are available.
Message card: A message derived from the recommendation and corresponding actions is available. For example, Propose major incident card.

Note:

All cards of the same recommendation rule are grouped. For example, for the Similar open incidents rule for an incident in Service Operations Workspace, all relevant incidents are grouped as cards under Similar open incidents.

Figure 1. Recommendations from the sidebar

For information on available card groups for an incident and their dependencies on recommendation rules, see Recommendation rules for an incident in Service Operations Workspace.

When you click a card or its record number, detailed information about that card and its actions is displayed in a new tab.

Every card has a primary action and multiple other actions. For every action you perform on the card, the recommendations are recomputed. You can discard a recommendation if not relevant. Also, when you perform a primary action on a card, it moves from the Current tab to the History tab.

Note:

Based on the priority, the first card of the top card group is displayed as the top recommendation at the top of the Recommendations panel.

Recommendations at the field level for an incident

A predicted value is displayed for these fields in the Details tab of an incident.

Assignment group
Configuration item
Service

These values are predicted based on a recommendation rule for each field. For information about these rules, see Recommendation rules for an incident in Service Operations Workspace. When a threshold value is configured, the recommended value can be stamped or auto-populated as the field value. For information about this configuration, see Configure Recommendation Framework for an incident in Service Operations Workspace.