Rules in Recommended Actions for ITSM

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • ITSM base system includes the following rules.

    Table 1. Rules description
    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.