Before
Service desk staff likely had to open the new incident, search for similar tickets, review the caller's previous incidents, look up device information, and summarize the findings themselves. They also had to decide whether to provide caller guidance or route the issue to IT support, then copy the relevant context into the ticket or notify a team.
How it works
- A new incident triggers retrieval of the current ticket and caller information.
- The workflow searches multiple combinations of terms across previous incidents and automatically assesses whether the caller or an IT professional is most likely to resolve the issue.
- It posts caller-focused guidance to a team channel or gathers ticket history and device data, summarizes the findings, and writes the enrichment into the incident.
Workflow details
- Ticket capture and context: The workflow starts when a user opens a ServiceNow incident and retrieves the current ticket information, including the caller and incident details needed for analysis.
- Similarity assessment and routing: An agent searches for related incidents using at least five different keyword combinations, compares how similar issues were handled, and determines whether the caller or an IT professional is the most likely person to resolve the current issue.
- Caller guidance path: If the assessment identifies the caller as the likely resolver, the workflow sends the generated resolution message to a designated team channel so the guidance can be shared with the appropriate audience.
- IT support enrichment path: If an IT professional is expected to resolve the issue, the workflow retrieves the caller's previous incident history, analyzes recurring problems and resolution patterns, collects device information from the connected management source, and creates a concise HTML recap of the device details.
- Incident documentation: The workflow updates the current incident's work notes with a structured record containing the ticket-history summary, guidance from similar incidents, and the user or device context, giving the service desk additional information directly within the ticket.
What changed
The caller-versus-IT routing assessment, related-incident searches, ticket-history analysis, device recap, and incident documentation now occur automatically after ticket creation. The result is delivered through the defined branch without a separate approval step: caller guidance is posted to a team channel, while IT-oriented context is written directly into the incident.
Work removed
Manually searching multiple keyword combinations for similar incidents, reviewing the caller's prior tickets, looking up device details, analyzing recurring patterns, writing summaries, copying context into incident work notes, and manually notifying a team about caller guidance.
Expected outcome
At least five distinct similarity searches per incident can be automated, along with the resulting routing, summary creation, and documentation steps.
