caller information
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02-12-2025 10:15 AM
how to configure this one in dev instance?
What
Colleagues logging tickets against affected CIs should be notified by the tech bot that a major incident is underway, and the bot should complete the ticket on their behalf.
Why
Needed by service desk due to high vol of tickets to easily identify colleagues who they can contact during their time zones/working day
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02-12-2025 10:25 AM
Hi @keerthana10
The use case you're describing is a great example of agentic AI, where the agent can be trained to work and update the ticket. However, unfortunately, agentic AI is not available in PDI, and you'll need to purchase a separate license for it for your client. Please reach out to your SN Account Manager to discuss activation for this.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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02-12-2025 03:21 PM
Do you only need to send notifications using the bot?
Which channel do you want to send these notifications to? (Teams, Chat Custom)
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02-12-2025 10:41 PM
i don't know how to do this , this requirement only i have it...
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02-12-2025 10:43 PM
Hi @keerthana10
You need to get more details from the business only then it can be developed.
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.
Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]
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