0
1.0.0
Zurich, Yokohama
This AI-powered ServiceNow application delivers comprehensive incident insights by unifying incident details, configuration item health, change request context, and problem record analysis into a single, actionable summary. Leveraging advanced Now Assist AI, TicketLens accelerates incident resolution, reduces mean time to resolution (MTTR), and enhances service reliability.
- Automated Incident Summaries – AI-generated overviews highlighting incident impact, urgency, and resolution status.
- CI Health Monitoring – Real-time retrieval and analysis of configuration item health metrics, dependency mapping, and performance history.
- Change Request Context – Detailed summaries of linked change records, including risk assessments, schedules, and implementation progress.
- Problem Record Linkage – Root cause analysis, workaround status, and investigation updates for related problem records.
- Cross-Record Dependency Mapping – Visualize relationships among incidents, CIs, changes, and problems to uncover hidden dependencies.
- Attachment Awareness – Automatically list attachments from incidents, change requests, and problem records in one place.
- Chronological Event Digest – Time-ordered log of key actions, status updates, and record changes throughout the incident lifecycle.
- Impact & Risk Analysis – Business impact assessment with escalation paths, downstream effect predictions, and service risk indicators.
Version 1.0.0
The inaugural release of TicketLens combines five Now Assist AI skills—Incident Records, Change Records, Problem Records, and CI Insights & summary—into a unified ServiceNow AI agent for rapid, data-driven incident diagnostics and resolution.
New Features in 1.0.0
- Unified summarization of incident, CI, change, and problem data
- Real-time cross-record dependency visualization
- Automated attachment retrieval and listing
- Chronological event and update digest
- ScopedCacheManager – Scoped [com.glide.scopedcache]
- Now Assist for ITSM [sn_itsm_gen_ai]
- Now Assist for Platform [sn_genai_platform]