Need sample resolved incident data for testing LLM-based incident assistant in PDI

[AdwaitD]

Hi everyone,

I am working on a learning project in my ServiceNow PDI.

I am trying to build a small AI/LLM-based assistant for the Incident table. The goal is to help support users/developers by showing suggested actionable steps for an incident. The assistant will only provide guidance and will not automatically resolve or update the incident.

 What I have built so far

Currently, my flow is:

1. I take the current incident details such as:
- Short description
- Description
- Category
- Subcategory
- Assignment group
- CI, if available

2. I send these incident details to an LLM through a REST API.

3. The LLM extracts important technical keywords from the incident.

4. Using those keywords, I search the Incident table for previously resolved or closed incidents.

5. I mainly look for resolved/closed incidents that have close notes, and then score them based on keyword matches in:
- Short description
- Description
- Close notes

6. I take the top matching resolved incidents and plan to send them as context to the LLM.

7. The LLM will then generate suggested troubleshooting or resolution steps for the current incident.

For now, I am using simple keyword matching. Later, I want to improve this by using embeddings/vector search.

Issue I am facing

Since I am working in my own PDI, I do not have many realistic resolved incidents with useful close notes. Because of that, my matching logic does not return very useful results.

Questions

1. Is there any recommended way or source to get realistic sample Incident data for a PDI?

I am looking for sample data that includes:
- Short description
- Description
- Category/subcategory
- CI or application name
- Resolution notes / close notes
- Resolved or closed state

2. Apart from previously resolved incidents, what other ServiceNow data can be useful as context for an LLM incident assistant?

I have considered using Knowledge Base articles, but I am facing the same issue of having very limited data in my PDI.

I am still learning ServiceNow, so any suggestions, sample data sources, or simple best practices would be really helpful.

Thanks in advance!

[Vishal Jaswal]

Hello @AdwaitD 

I believe no organization will make their incident public due to which I believe you won't find any such data over internet. Therefore, my recommendation is to create incidents of your own considering the out-of-the-box Incident's categories and subcategories available:

For example: I do not see any antivirus installed in my new assigned windows or mac laptop however it was there in my old windows or mac laptop.

Another example:  Need to install Microsoft Visual Studio