Accessing Recommended Actions for ITSM panel

concept australia Updated Sep 10, 2026 1 min read sow-itsm-access-ra-panel.md

Agents access recommended actions in Service Operations Workspace to view a list of recommendations that help 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 subtabs, as shown in the following diagram.

[Omitted image "Guidance_based_recommendations_for_incident.png"] Alt text: Guidance-based recommendations for incidents

Note: The Search subtab 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.

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

Note: If you're on a version earlier than 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 with version 4.2, field recommendations appear in a drop-down list when you select the field. For more information, see Get field recommendations.

[Omitted image "ra_get_field_recommendations_drop-down.png"] Alt text: Field recommendations in a drop-down list

Parent Topic:Configuring Recommended Actions for ITSM in Service Operations Workspace

Keywords recommended actionsAI-powered recommendationsincident resolutionfield-level recommendationsService Operations Workspaceincident recommendationsproblem recommendationschange request recommendationsAI searchactionable recommendationsreal-time recommendations

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---
title: Accessing Recommended Actions for ITSM panel
description: Agents access recommended actions in Service Operations Workspace to view a list of recommendations that help 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: "2026-09-10"
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]
---

# Accessing Recommended Actions for ITSM panel

Agents access recommended actions in Service Operations Workspace to view a list of recommendations that help 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** subtabs, as shown in the following diagram.

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

**Note:** The **Search** subtab 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 earlier than 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 with version 4.2, field recommendations appear in a drop-down list 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 a drop-down list

**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)