Rules in Recommended Actions for ITSM

concept australia Updated Sep 10, 2026 1 min read rules-in-recommended-actions-for-itsm.md

ITSM base system includes the following rules.

Rule	Description
Active incident	This will show all valid recommendations if the incident is active.
Active non-child non-MI Incident	This will show all valid recommendations if the incident is active, with no child incident, and which is not a major incident.
AI Search	This will allow you to search for AI powered recommendations across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change Request, Change task, Interaction, and Request.
Major Incident with no Problem record	This will show all valid recommendations for the major incidents with no problem record.
High impact Problem with no known error article	Displays the Create known error article recommendation for a high-impact problem with no attached known error article.

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

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---
title: Rules in Recommended Actions for ITSM
description: ITSM base system includes the following rules.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/rules-in-recommended-actions-for-itsm.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Recommended Actions for ITSM reference, Recommended Actions for ITSM in Service Operations Workspace, Managing IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Rules in Recommended Actions for ITSM

ITSM base system includes the following rules.

<table id="table_lr3_4tn_cyb"><thead><tr><th>

Rule

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Active incident

</td><td>

This will show all valid recommendations if the incident is active.

</td></tr><tr><td>

Active non-child non-MI Incident

</td><td>

This will show all valid recommendations if the incident is active, with no child incident, and which is not a major incident.

</td></tr><tr><td>

AI Search

</td><td>

This will allow you to search for AI powered recommendations across various records in the Service Operations Workspace, including Incident, Incident task, Problem, Problem task, Change Request, Change task, Interaction, and Request.

</td></tr><tr><td>

Major Incident with no Problem record

</td><td>

This will show all valid recommendations for the major incidents with no problem record.

</td></tr><tr><td>

High impact Problem with no known error article

</td><td>

Displays the Create known error article recommendation for a high-impact problem with no attached known error article.

</td></tr></tbody>
</table>**Parent Topic:**[Recommended Actions for ITSM reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/recommended-actions-for-itsm-reference.md)