About suggestions on work items

Suggestions uses AI to analyze the context of a work item and give your team access to important information and a list of possible actions. This helps your team get up to speed quickly, and the suggested actions can guide them on how to make further progress on the assigned work.

Suggestions adapts based on available context and past similar work items. It can’t be manually configured or influenced by knowledge base content.

Suggestions primarily include:

• A brief summary of the work item

• Available details of the reporter (service requests only)

• A list of steps that might help agents solve a work item (service requests only)

• Details of the probable root cause of an incident (incidents only)

• If available, a list of AI-suggested actions

Actions available for service requests and incidents

For a service request, AI might suggest the following actions:

• Change priority

• Add or update the assignee

For an incident, AI might suggest the following actions:

• Mark the incident as a major incident

• Add responders to the incident

• Set the severity of the incident to a certain level

• Change the priority of the incident

• Add affected services to the incident

• Investigate the problem by creating a problem work item

Turn on suggestions

To turn on suggestions:

1. Make sure AI is activated for Jira Service Management.

2. From your service space, select Space settings, then Features.

3. Enable Suggestions.

4. Under Work categories, enable Service request management and Incident management to view suggested for service requests and incidents.

After you’ve enabled the suggestions and the required work categories, suggestions will automatically display for service requests and incidents. It will appear along with other context fields on work items.\

Use suggestions for root cause analysis on incidents

To use suggestions for root cause analysis on incidents:

1. Make sure your project has past similar incidents with corresponding PIR (Post-Incident Review) tickets.

2. Confirm that the 'Impact' field is enabled for incident management. Find out how to customize fields on your request types.

View suggestions for a work item

To view suggestions for a work item:

1. From your service space, go to Queues or Incidents.

2. Select the required request or incident.

3. Go to Suggestions in the right panel.