Find Similar Service Requests

Service request similarity lets you troubleshoot issues accurately and efficiently, by finding similar service requests that may have been previously resolved.

SR Similarity uses adaptive intelligence (AI) for similarity computation, by considering the key standard or custom fields of an SR. Attributes such as Title, Problem Description, Product, Category, and messages exchanged are used to find similar service requests that can help resolve the current service request.

Your administrator must enable the Service Request Similarity feature for you to use it. For more information, see the "Enable Service Request Similarity" topic from Implementing Service Center with the Redwood User Experience guide sown in Related Topics.

Here's how you can find and link similar service requests:

1. Open the Service Request Overview page for the service request for which you want to find similar service requests.

2. In the Action Bar, enter Find.

   You can also enter synonyms such as Search, Show, Detect, Obtain, and Match.

3. Select Find Similar Service Requests from the list of suggested actions.

   The Similar Service Request Results list page is displayed in a new browser tab.

   

4. To link the similar service request to the current service request, click Link to Service Request (highlighted in the screenshot).

   The linked similar service requests are displayed in the activity feed for the selected service request.

5. To indicate that a matched similar service request isn't relevant, click Not Relevant (the thumbs down icon highlighted in the screenshot).

   Every time you link or vote down a matched similar service request, you're providing feedback to the adaptive intelligence system.

6. To view the details of a service request, click the title of the service request (highlighted in the screenshot).

   The Similar Service Request Overview page is displayed.

   

7. Review the service request details and click Link to Service Request or Not Relevant (highlighted in the screenshot), as appropriate.

   • To navigate to the next service request from the list of similar service request results, click Next (highlighted in the screenshot).

   • To return to the Similar Service Request Results list page, click Similar Service Request Results (highlighted in the screenshot) or the arrow.

8. On the Service Request Overview page:

   1. Enter Show Linked Content in the Action Bar.

      The Activities page is displayed along with the linked content panel. It lists the linked published knowledge articles and similar service requests.

   2. To view the similar service request details in a separate browser tab, click the service request link.

   3. To unlink the similar service request from the current service request, click the vertical 3 dots icon, and then click Unlink from Service Request.