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Create a similar records prediction model › Manage › Task Intelligence for ITSM › IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Set up similar records prediction model

Use Task Intelligence for ITSM to set up similar records prediction model, define the purpose of the model, and train it with your data to make predictions. Access your model's performance results, set the prediction preferences and behavior, and deploy your model. 

Before you begin

Role required: sn_ti_admin.tia_admin or sn_itsm_ml_task.ti_admin

About this task

You can configure any of the following similarity-based models:

  • Similar Incidents: For predicting the similar incidents for incidents table.
  • Similar open Change Requests for Incident: For predicting the similar change requests for incident table.
  • Similar open Problems for Incident: For predicting the similar problems for incident table.
  • Major Incident Recommendation: For recommending similar active major incidents which the current incident can be linked to, and for recommending that you propose similar incidents as a major incident.

Procedure

  1. Navigate to All > Task Intelligence for ITSM > Setup to access the Task Intelligence Admin Console.

  2. On the Surface similar records to reduce resolution time card, select Set up model.

Image omitted: TI\_Similarity\_model\_template.png
Similarity\_model\_Template
This action opens the model and displays the introductory pages. Each page in the model asks you questions and helps you select the information needed to build an effective model.
  • Define the purpose
    Specify the purpose of the similar records model. You can select the prediction table for which predictions will be generated. Then, select the training table (Incidents, Problems, or Change Requests) which will appear as predictions based on similarities between their selected fields.
  • Train the similarity model
    Train your similar record models with training data to predict the similar records by recognizing similarities between fields of Incident table and training tables.
  • Assess the similarity model
    Assess the results from the model training and view sample results to see the similar records predicted for incidents. Reviewing the results gives you a preview of how your model will perform after being deployed. Based on the sample results, select the prediction preference.
  • Deploy the similarity model
    Deploy the Similar incidents model to predict the similar records for the incidents. 

Parent Topic:Create a similar records prediction model in Task Intelligence for ITSM