I want to perform a sentiment analysis based on Incident Work notes field. Any idea how can we use existing Sentiment Analysis module for this.

[tr_sachin]

I want to perform the sentiment analysis on incident module based on the content in work notes or short description field. 

Any idea how can we use existing servicenow sentiment analysis plugin for the same.

[shashiranjan]

I am Also looking for same feature implementation, Any lead would be helpful.Thanks

[tr_sachin]

Hi,

So, I have implemented this feature with the help of Sentiment Analysis plugin provided by ServiceNow. You can follow the below steps to achieve the same:

- Activate the plugin.

- Configure the sentiment connector of your choice i.e. IBM, Google or Azure. I used IBM Watson for my use case.

- Create a field in the Incident table (let's say Sentiment Status) which will allow you to store the value of sentiment.

- Once done, create a Business Rule on Journal Entry table with filter conditions (e.g. Name is Incident and Element is comments") then call the Connector API and pass you string into it to get the desired score.

Once done, after that if you create any incident which has the Sentiment checkbox just allow it and you are good to go to have your sentiment score published.

Hope this will help you.

[Sanju James]

Hi Sachin

Thanks for this. Could you please share how you were able to use the API in the sentiment analysis scope. 

I am trying to call the API from the journal entry table but its not working. 

Thanks