create a new feature

sgdjg
Kilo Contributor

‎10-12-2017 02:02 AM

5.             Create a new feature in ServiceNow to set keywords to compare it with incoming emails for incident logging.

                                        i.                       When ServiceNow reads email to log an incident, it should check for these keywords in email's subject and body.

                                    ii.                       If email's subject or body has any of the keyword (from the pool), ServiceNow should forward the email to L1 support manager.

                                  iii.                       ServiceNow should delete the email from its inbox.

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rohantyagi
ServiceNow Employee
ServiceNow Employee

‎10-12-2017 03:31 PM

Are you asking for us to develop this feature? or you want to do this and are looking for suggestions?


For the former, answer is: We announced Intelligent automation engine and auto-categorization is one piece of it. Please read more about it here and here


Well if you can wait for future ServiceNow release/s then you will see this in the product.


For the latter: answer is that I recommend you to wait for the future release and use what we ship out of the box however if its urgent, then this post will give you some direction Machine Learning for Incident Classification? Where do we start?


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