Notifications

74 views

Description

Overview: 


The Predictive Intelligence for Incident plugin com.snc.incident.ml has introduced two similarity solution definitions starting with the Paris release and has a dependency on Predictive Intelligence for Contextual search plugin com.snc.contextual_search_ml

These solution definitions are available as templates on instances where both Predictive Intelligence and Incident Management are active.

1. Similar Open Problems - Recommends similar open problems that the current incident can be linked to.

2. Similar Open Change Requests - Recommends similar open change requests that the current incident can be linked to as a request for change

The Similarity Models needs to be trained to show the results for the respective search types. The minimum number of records to train these solution definitions is 10 and has a maximum window of 10000 and this can be changed by Maint user. These Models can be used to predict Open Problems and Open Change Requests using the ML Similarity and the predicted results will be displayed in contextual search/Agent assist in their respective UI's.

These solution definitions are trained with past 6 months of data and has unique way of showing the results respectively. The result records whose confidence is greater than or equals 80% will be displayed.

For any query, if the results records are present and confidence is below 80%, an error message is shown on the trained solution record with message as "Prediction results below threshold". If no records are present for the query, an error message is displayed as "Unable to predict". The 80% confidence threshold can be changed on the trained solution record.

For Similar Open Problems, the approach used to display the results is the combination of below definition (in priority order)

  1. Problem records with similar short description as to the Incident's short description.

  2. All Problem records which are associated with similar(based on short description) Open Incidents.

For Similar Open Change Requests, the approach used to display the results is the combination of below definition (in priority order)

  1. Open change requests based on configuration item

  2. All change requests with similar short description as to the Incident's short description.

  3. All change requests which are associated with similar(based on short description) Open Incidents.

 


A search type for problems and change request should be visible after installing this plugin and an agent will be able to do below actions on the retrieved results.

1. Link to Incident - Link the retrieved Problem/Change request record to Incident record.

  • If the search type is Similar Open Problems, the Problem field on the incident form will be populated with the corresponding problem number.
  • If the search type is Similar Open Change Requests, The Request for Change field on the incident form will be populated with the corresponding change request number

    • In case of Agent assist, A model will be displayed with appropriate message for linking the problem record to incident.

    • A Success message is displayed when the action is successful on both UI's.

2. View Full - Opens the corresponding Form Record.

3. Helpful - Marks the corresponding record as Helpful

If any action fails, an appropriate error message is displayed.


Predictive Intelligence for Incident is shipped with two script includes, cxs_MLProblemSearchHelper and cxs_MLChangeRequestSearchHelper, which are used as a helper while processing the search request in Contextual Search/Agent assist.

Domain separation is NOT supported for these Models (ML doesn't support domain separation as of Paris release)

Ref. plugin activation notes: https://docs.servicenow.com/?context=CSHelp:PI-Incident-Plugin

Release or Environment

This Plugin is available on all instance starting from PARIS release in Limited Availability mode.

Article Information

Last Updated:2020-05-19 11:27:03
Published:2020-05-19