Dear all,
As part of my practice guide line on ServiceNOw AI, I need to try the following use case :
When an incident get resolved, collect different information from that incident and push the data in a KB standard template to create an incident report. Example of section and fields on the KB should have :
Incident data
Ticket Id | INC-xxxx |
Date of creation | |
Date of résolution | |
Résolution | Done |
Priority | Medium |
Statut | Resolved |
Team in charge | Support Team l1 |
| Resolver | |
Reporter | Jim |
Impact summary :
Type : Just me
Does user can work : Yes, completely
When it happen : Just now
Application : Ordering system
Global summary :
< summary of all information of the incident collected in all part like description, comment,note,....>
Root Cause :
Description of the root cause of the incident
Resolution Information :
Resolution information or step needed to resolve the incident
All those information of the KB should be filled up as much as possible from the AI Agent
Q1 : What is the proper where to define a dynamic template in KB with field mapping ?
Q2 : What is the best way to inject incident data inside the proper KB section
The outcome is that all such incident report will have same outlook with same data fetch in
Thanks for help
Regards
