AI use case -ITSM

[akankshapan]

AI ticket auto classification,routing and password reset bot ,how can we build this use case ?

[Dr Atul G- LNG]

Hi @akankshapan 

As you mentioned these specific use cases:

• Auto-classification is not a direct AI use case. It is typically achieved using Predictive Intelligence (Machine Learning), which is available OOTB.
• Routing can be implemented using Lookup Rules/Lookup Definitions, which is also an OOTB capability.
• Password Reset is not an AI use case either. It can be fully automated using Flow Designer and integrations in the backend.

AI is primarily valuable where users interact conversationally using Now Assist or other generative AI capabilities to understand intent, generate responses, summarize information, or assist agents.

The use cases you mentioned are not purely AI-driven. They are better addressed using standard ServiceNow platform capabilities such as Predictive Intelligence, Lookup Rules, Flow Designer, and automation, with AI acting as an enhancement where appropriate.

[yashkamde]

Hello @akankshapan ,

You can build this using Now Assist Skill Kit :

• Configure the skill with a prompt that takes short_description + description as input, and outputs category,subcategory,impact,urgency as structured JSON output using Skill Kit's prompt template.
• Build a Flow Designer flow that calls the Now Assist skill as an action and configure the logic as : Get classification output → Analyze incident details(if highly closed) → auto-populate assignment_group → if low confidence -> route to manual assignment.

For password rest bot you can use Agentic AI where :

> Configure the AI Agent in AI Agent Studio with a system prompt or instructions that take the user's chat.

> Identity context as input, and reason through steps.

> Verify identity or reset password ..using registered Tools into native servicenow actions..

refer this : link 

Also refer this :

How Now Assist for Setup can help you configure incident routing categories and rules in ITSM 

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