ServiceNow

glasstarn can pull tickets and their history from ServiceNow, with your approval each time.

How it works

1. Tell your agent which kind of ticket you want to look at, such as incidents in the last three months.
2. Your agent shows you exactly what it will pull. You approve it in the browser view.
3. glasstarn signs in with a read-only ServiceNow user that you set on your computer as SERVICENOW_USER and SERVICENOW_PASSWORD before starting your AI app. Your agent tells you how. glasstarn uses them for the pull only and never stores them or shows them to the agent.
4. The tickets and their change history are saved in the project. They never pass through the chat.

What glasstarn reads

Process	Tickets followed	Tested
Incident management	Incidents: open, each state, assignment to groups and people, reassignment, resolve, close	Yes
Request fulfillment	Requested items and their catalog tasks, approvals and stages	Yes
Change management	Change requests	Yes
Problem management	Problems	Yes
Other ticket types	HR cases, customer service cases or your own ticket tables, if they are built on ServiceNow’s task table	Yes

States, groups and categories use your instance’s own names.

What to ask your ServiceNow admin

I’d like to analyse how our incidents are handled with glasstarn. Please give me a read-only account that can read the incident table and the audit history (sys_audit) through the REST API.

Things to know

• ServiceNow keeps change history in its audit log. If audit is switched off for a field, its changes cannot be shown.
• Reassignments between groups are often where the time goes. Ask your agent “how often are incidents passed between groups, and how long does each hand-off take?”