YES!! You read it right.

Task intelligence for ITSM now supports similarity models (along with categorization models) for Incident tables.

We ship three OOtB models, which can be deployed for Incident tables -

• Show similar incidents
• Show similar open problem
• Show similar open change request

Below is a step-by-step guide to help you set up and configure "similar incidents" in your instance. You can follow similar steps to set up the other two models as well.

Note: Before you start with the below steps, please make sure that your instance has at least 10,000 Incidents to train the model on.

Activate Core plugins

Task Intelligence Admin Console:

Train - Deploy - Assess similarity model:

Recommended Actions:

Voila, you are all set.

Now Test your trained model in the Service Operations workspace - Incident page:

What next?

We are actively working on supporting the Monitoring capability of similarity models on Task Intelligence for the ITSM dashboard. Watch out for our upcoming releases in 2025 for the same.