[Music] hey everyone it's justin thanks for watching in this video i want to talk to you about another new san diego feature called the recommendation framework so this was rolled out in san diego it's a application that you install it's part of it service management and it's exposed to the service operations workspace what i got behind me here is the release notes that uh they have for san diego and i knew about this for a while um i just wasn't working in my demo environment or my pdi probably because it's using predictive intelligence and you've got to have a solid data set there the documentation for it unfortunately at the moment it's not letting me log in or not not letting me access it whether i'm logged in or not logged into the documentation site so maybe eventually they'll fix that and we'll have access to it but in the meantime since i can't show you some of the documentation documentation let me show you um the properties that come with this so you've got a new menu item here for recommendation framework and it comes with some properties that you'll see i'm not going to change anything i just want to call your attention to the main types of things you're going to see if you turn this on where you turn that you activate these properties so we have knowledge article recommendations for an incident whether or not to propose a major incident service recommendation similar major incidents for the incident they're looking at similar open incidents and lastly similar resolved incidents for the incidents now there also is some other features that again i don't have working at the moment but you can see here assignment recommendation and configuration item recommendation and service recommendation and there's some thresholds for i'm the system just going to go ahead and put it on the field um if you hit that threshold it'll go ahead and make that suggestion a much stronger suggestion so let me show you what where this looks look what this looks like and where it shows up in the service operations workspace i'm going to impersonate laxmi who's a demo persona that we use and when she's in the service operations workspace all her reports and widgets are all working because of these partisan groups and all the data is there but what i wanted to do is show you on the incident tab so i've got an incident kind of drafted here she's basically said you know sap is not working or something like that so right behind my head uh let me move my head to the other side you can see here i've got this recommendations buff panel that's open now there's other things that you could have here it could be the actual record information it could be the old age and assist that we used to see in the workspace who's on call the any attachments and then the templates that are available to actually fill this out now if i change some of the text on the actual short description for the incident so right now it's sap is not working i'm just going to type in here test because i know i've got a test incident so if you see there on the right it's going to load up some recommendations and then those recommendations i can see one that's the top recommendation and i can link it as a parent incident or i can just click on it and view details about that incident that's recommending and you see the latest work note there test comment so that probably has something to do with why it's recommending this or i can view the other ones that are similar to this particular incident so i have a couple others that are there but if i come back here i can do other things like discard it don't show it look at my history of recommendations that i've taken and then uh see other things in there i'll show you one last time here we'll just type in vpn in the short description and you can see it's found another incident where someone needed help with vpn on their apple machine and uh we can do all the same things so this is the recommendation framework in action in service operations workspace and it could be really powerful if you have enough data in your in your environment to problems knowledge articles incidents in order to populate these recommendations i hope you found this video helpful if you did please like please subscribe or share it with somebody you think might be interested until next time i will see you on the next one [Music] you