Ai Smart incident Creation

gosangipava
Tera Contributor

2 hours ago

User describes the issue and Al automatically generates a structured incidnet by suggesting the category, subcategory, priority, CI.

 

I want how to adopt this ai initiative in servicenow.

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aksingh10
Mega Contributor

54m ago

If you have Now Assist for ITSM, use ServiceNow’s out-of-the-box AI Agents

  • Activate Plugin: Enable Now Assist for ITSM (or ServiceNow Otto for ITSM) via the ServiceNow Store.

  • Open Studio: Navigate to AI Agent Studio > Create and manage.

  • Configure Agents: Select the "Triage and categorize ITSM incidents" workflow. This runs AI agents that evaluate descriptions to automatically populate:

    • Category & Subcategory

    • Configuration Item (CI), Service, & Service Offering

    • Impact, Urgency, & Priority (and links related Major Incidents/Problems)

  • Set Triggering: Set the workflow to run autonomously on incident creation or display recommendations in the side panel for agents.

 

 

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