---
title: Access Recommended Actions for ITSM Panel
description: Agents access recommended actions in Service Operations Workspace to view a list of recommendations that are presented to help to resolve incidents. They can also manually search for AI-powered recommendations to quickly find solutions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/sow-itsm-access-ra-panel.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-08-14"
reading_time_minutes: 1
keywords: [recommended actions, AI-powered recommendations, incident resolution, field-level recommendations, Service Operations Workspace, incident recommendations, problem recommendations, change request recommendations, AI search, actionable recommendations, real-time recommendations]
breadcrumb: [Configuring Recommended Actions for ITSM, Contextual side panel configurations in Service Operations Workspace for ITSM, Getting started with Service Operations Workspace for ITSM, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---

# Access Recommended Actions for ITSM Panel

Agents access recommended actions in Service Operations Workspace to view a list of recommendations that are presented to help to resolve incidents. They can also manually search for AI-powered recommendations to quickly find solutions.

There are two ways that an agent can view the recommendations when resolving incidents: as actionable real-time recommendations in the side panel or as field-level recommendations while updating or creating the records in Service Operations Workspace.

The recommended actions panel search results are available in the following records:

-   Incident

    **Note:** Incidents offer field level recommendations in Service Operations Workspace.

-   Incident task
-   Problem
-   Problem task
-   Change request
-   Change task
-   Interaction
-   Request

For incident records, select the Recommendations icon \(\[Omitted image "recommended-actions-icon.png"\] Alt text: Recommended Actions icon.\) to display the **Recommended actions** and **Search** sub-tabs, as shown in the following diagram.

\[Omitted image "Guidance\_based\_recommendations\_for\_incident.png"\] Alt text: Guided based recommendations for incidents

**Note:** The **Search** sub-tab enables you to manually search for AI-powered recommendations.

For other records, selecting the Recommendations icon \(\[Omitted image "recommended-actions-icon.png"\] Alt text: Recommended Actions icon.\) displays only the AI-powered search results, as shown in the following diagram.

\[Omitted image "AI-search\_powered\_recommendations.png"\] Alt text: AI-powered search results

For more information, see [Get guidance-based recommendations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/get-guidance-based-recommendations.md).

Agents can view field-level recommendations in the fields of an incident form in Service Operations Workspace.

**Note:** If you're on a version prior 4.2, field-level recommendations appear as messages below the field. This will no longer be supported in future versions.

\[Omitted image "ra-field-recommendation.png"\] Alt text: Field-level recommendations.

Starting from the version 4.2, field recommendations appear in a drop-down when you select the field. For more information, see [Get field recommendations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/get-field-recommendations.md).

\[Omitted image "ra\_get\_field\_recommendations\_drop-down.png"\] Alt text: Field\_recommendations\_in\_drop-down

**Parent Topic:**[Configuring Recommended Actions for ITSM in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/configuring-recommended-actions-for-itsm-in-service-operations-workspace.md)