AI-powered ServiceNow chat triage with GPT-4 — incident & request manager
Automated Incident and Request Management in ServiceNow Who’s it for This workflow is designed for IT teams, service desk agents, and operations managers who use ServiceNow. It reduces manual effort by automatically c...
Template notes
Automated Incident and Request Management in ServiceNow
Who’s it for
This workflow is designed for IT teams, service desk agents, and operations managers who use ServiceNow. It reduces manual effort by automatically classifying chat messages as Incidents or Requests, creating/updating them in ServiceNow, and summarizing ticket updates.
---
What it does
Receives incoming chat messages. Classifies the message as one of:
Incident (something broken, unavailable, or a complaint) Request (access, provisioning, product/order related) Follow-ups (incident or request update checks) Update action (user wants to add info to an existing ticket) Everything else (knowledge search / general query). Creates Incidents in ServiceNow via the ServiceNow node. Creates Requests in ServiceNow using the Service Catalog API. Updates existing Incidents with new work notes when the user provides an update. Pulls existing incident/request work notes for summaries. Optionally uses SerpAPI for general queries (if enabled). Returns a concise summary back to the user through the webhook.
---