Can the ai decide on whether a reported issue is an inc or req??

[chercm]

At the user check in or at the interaction level to decide or via web check in to decide on whether is this a inc or req ???

I searched and nothing of this sort 

[Naval Singh]

Does it need to have an AI to solve it? For example, when a user visits service portal and searches on the search bar “mouse not working”, the system doesn’t create an incident. It just shows on the search results the service catalog item to request a new mouse and if the user clicks on the service catalog, a mouse provisioning process starts as a part of asset management. 

as you would have noticed, there is no incident creation and instead service request gets created. There is no AI being used but a simple platform feature with ITSM instead.

[chercm]

@Naval Singh  my company wants to allow the user to type at the tablet or keyboard to report issue from it to determine whether is it some thing that she / he needs or something not working at the techbar check in 

[Naval Singh]

Yes in this case as well the distinction between incident or service request can be easily done and service catalog is going to be your best friend. Let’s connect. 

[Maik Skoddow]

Hi @chercm 

at the moment, none of the available AI capabilities in ServiceNow are able to differentiate between an Incident and a Request. And to be honest, I would not know how this can work, because it depends on the business and company how the decision should be.

Maik