--- title: Predictive Intelligence for Incident Management description: Use your instance records to build specific solutions for Incident Management. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/predictive-intelligence-for-incident.html release: australia topic_type: concept last_updated: "2026-03-12" reading_time_minutes: 2 breadcrumb: [Machine learning solutions for IT Service Management, IT Service Management] --- # Predictive Intelligence for Incident Management Use your instance records to build specific solutions for Incident Management. ## Solution definitions These solution definitions are available as templates on instances where both Predictive Intelligence and Incident Management are active. Create your own solution definition records to customize the behavior.
Solution Definition Solution Type Description
Incident Assignment Classification Predicts the **Assignment group** field from the **Short description**.
Incident Categorization Classification Predicts the **Category** field from the **Short description**.
Incident Service Classification Predicts the **Service** field from the **Short description**.
Incident Configuration Item Classification Predicts the **Configuration item** field from the **Short description**.
Major Incident Detection Similarity Recommends similar active major incidents which the current incident can be linked to. Recommends similar incidents to propose a major incident.
Similar Incidents \(Major Incident Workbench\) Similarity Recommends similar incidents that are not linked as child incidents to a major incident.
Similar Incidents Similarity Recommends similar incidents based on the **Short description** and **Description** fields, to help with incident investigation and resolution processes.
Similar Open Incidents Similarity Recommends similar open incidents based on the **Short description** and **Description** fields, that the current incident can be linked to.
Similar Closed Incidents Similarity Recommends similar closed incidents based on the **Short description** and **Description** fields, to help with incident investigation and resolution processes.
Similar Resolved Incidents Similarity Recommends similar resolved incidents to help with incident investigation and resolution processes.
Solution definitions and the required plugins are as follows:
Solution definition Plugins
- Incident Assignment - Incident Categorization - Incident Service - Incident Configuration Item The plugins com.glide.platform\_ml and com.snc.incident.ml\_solution must be active.
Similar Incidents \(MIM\) The plugins com.glide.platform\_ml and com.snc.incident.mim.ml\_solution must be active.
Major Incident Recommendation The plugins com.snc.contextual\_search\_ml and com.snc.incident.mim.ml\_solution must be active.
- Similar Open Incidents - Similar Resolved Incidents - Similar Incidents - Similar Knowledge Articles The plugins com.snc.contextual\_search\_ml and com.snc.incident.mim.ml\_solution must be active.
For more information on classification and similarity solution, refer to [Create solution definition](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/create-solution-definition.md) and [Create similarity solution](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/create-similarity-solution.md). ## Business rule for classification solutions This business rule applies only to the Incident Assignment and Incident Categorization solution definitions and is available only on instances where both Predictive Intelligence and Incident Management are active. Create your own business rules on the Incident table to customize prediction and reporting behaviors. |Business rule|Table|Description| |-------------|-----|-----------| |Update Prediction Results|Incident|Updates the solution precision and coverage statistics. Runs when an incident record is closed.| **Upgrade Information** If your instance is running on the Kingston release and you are upgrading to the Australia release: - In a global domain environment, use the new solutionNames array variable which requires that you explicitly provide the solutions that are called by the business rule. - In a domain-separated environment, such as an MSP environment, refer to the commented code in the business rule template for easy customization. - The business rule template now calls the applyPredictionForSolution\(\) method to predict regardless of any changes to the default value. **Maintaining prediction accuracy** You can manage prediction drift by retraining, modifying, or creating new solutions to reflect changes in your business conditions. Test and modify your business rule over time to ensure it works as desired across multiple consumption points and user Personas. **Parent Topic:**[Machine learning solutions for IT Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/machine-learning-itsm.md)