Obtaining participant recommendations from ServiceNow assets

When you are working on an incident or service-related conversation, you often need the right experts to join the chat quickly. Ops Swarmer helps you identify and invite these experts by recommending participants who own, manage, or support the configuration item or services associated with the incident.

Instead of searching manually, users can simply ask Ops Swarmer to suggest who should join the discussion. The recommendations are based on your configured asset and service data ensuring that the most relevant stakeholders are brought into the conversation at the right time.

Ops Swarmer supports participant recommendations in the following chat types:

Incident-related chats
Service-related chats
General chats associated with an incident context

Considerations for obtaining recommendations

The following considerations describe the conditions under which recommendations are available.

Recommendations are available only when a configuration item or service is associated with the chat context.
In ServiceNow environments, the system returns a maximum of three recommendations per request.
If the configuration item class name or service class name is missing, Ops Swarmer cannot retrieve recommendations.
Recommendations are based on asset-related roles such as Owned By, Managed By, and Supported By, depending on the configuration item or service configuration.
Group recommendations follow the out-of-the-box group selection logic. For example, identifying the most appropriate members from a support group.

Out-of-the-box sample questions

When requesting for recommendations, you can ask the following questions:

Who owns the configuration item for this incident?
Recommend people who support this service.
Suggest participants based on the asset.
Who should join this chat to help resolve the incident?
List the top three people associated with this configuration item.
Which group manages this service?

Before you begin

The configuration item or service for which you want to view recommended participants must exist in the ServiceNow CMDB environment, and you must have permission to view assets, related configuration items, and services.

To view recommended participants

Open an active chat associated with an incident or service.
In the message box, type a natural-language request. See the following examples:
- Who should join this chat?
- Suggest participants based on the configuration item.
Review the list.
Each recommendation includes the user’s name and the related record. For example, Managed By, Owned By, and Supported By.

To add recommended participants to an incident

From the recommendation list, select the participants you want to invite.
Review the details to confirm they are relevant to the configuration item or service.
Click Add to incident.
The selected participants are added to the incident as stakeholders.

To request members to join the chat

From the recommendations displayed by Ops Swarmer, select one or more participants.
Click Invite to chat.
Ops Swarmer automatically sends an invitation to each selected user or group. If you select a group, Ops Swarmer uses the default group member selection logic to determine who should be added.