Suggested Actions
Suggested Actions are now available in the Incident Details Pane.
Suggested Actions uses AI to generate a historical analysis of previous incidents from your organization's ITSM data. This includes an assessment, recommended actions, and details about what was checked to generate the analysis.
Unified Data Connector
The Unified Data Connector must be enabled to generate suggested actions.
An assessment appears at the top of the analysis. The assessment shows you actionable recommendations and details of previous similar incidents.
The Recommendations section provides a list of recommended actions to take based on historical incidents. These actions can include suggestions for priority and assignment, playbooks that should be referenced, or areas that should be investigated.
The Details section shows you areas used to generate the analysis. The following areas are always checked:
Similar incidents - analysis of the past 10 similar incidents
Average historical ServiceNow ticket time - the average duration of the past 10 similar historical tickets in ServiceNow
Historical ServiceNow ticket close codes - analysis of close codes of past similar historical ServiceNow tickets
Suggested actions from Automated Incident Analysis - suggested actions generated from AI analysis in previous incidents
Click See all Similar Incidents to open the Similar Incidents tab.