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Recommended Actions for ITSM in Service Operations Workspace › Managing IT services in your organization › Service Operations Workspace for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Get field recommendations

Get incident field recommendations in Service Operations Workspace while creating or updating incidents.

Before you begin

Role required: admin

About this task

  • Field recommendations are only available in the Advanced Recommended actions for ITSM application, which requires the ITSM Pro package subscription.
  • The recommendations associated with field recommendations must be active.
  • The field recommendations must be configured in the Recommended Actions. For more information, see Create a field recommendation in Recommended Actions.

Procedure

  1. Navigate to All > Workspace Experience > Workspaces > Service Operations Workspace.

  2. Perform one of the following actions to start creating an incident.

OptionDescription
From the List menu
  1. From the primary navigation, select the list icon (
    Image omitted: lists_icon.png
    List icon).</li>
  2. Select the add icon (
    Image omitted: add-icon.png
    add icon) next to the <strong>List</strong> tab.</li>
  3. Select New Incident.
From an incident list
  1. Navigate to a list of incidents.

Note: The following lists are available for incidents:

  • Assigned to me
  • Unassigned
  • Open
  • Resolved
  • All
  • Select New.
From an interaction
  1. Open an interaction.
  2. From the record page, select Create incident.

  1. In the Description field and the Short description field, enter a description and a short description for the incident.

  2. Perform one of the following actions to get the field recommendations:

    • If you're on a version prior to 4.2, then press the tab key to get the field recommendations.

      The fields are auto-filled or recommended based on the output defined in the recommendation.

Image omitted: ra-field-recommendation.png
UI of the field recommendations on a new incident form when using a version prior to 4.2.
-   If you're using a version after 4.2, select the required fields to see the field recommendations in the drop-down list.
Image omitted: ra\_get\_field\_recommendations\_drop-down.png
UI of the field recommendations on a new incident form when using a version after 4.2.

Parent Topic:Recommended Actions for ITSM in Service Operations Workspace