This AI Agent solution enhances incident management in ServiceNow by automatically summarizing attachments using Google Gemini and updating the summaries in the Worknotes field. It intelligently recommends resolution steps by referencing relevant knowledge articles within the platform. This streamlines support workflows, reduces manual effort, and accelerates incident resolution. The solution integrates seamlessly with existing ServiceNow processes, improving efficiency and knowledge reuse across IT support teams.
1.Automated Attachments Summarization
Uses Google Gemini to generate concise, context-aware summaries of incident attachments (e.g., logs, screenshots, documents).
2.Worknotes Auto-Update
Automatically inserts the AI-generated summary into the incident’s Worknotes field, ensuring consistent and timely documentation.
3.Contextual Knowledge Article Recommendations
Analyses attachment content and suggests the most relevant knowledge articles from the ServiceNow Knowledge Base.
4.Resolution Step Suggestions
Extracts actionable resolution steps from recommended articles to assist agents in resolving incidents faster.
5.Multi-Format Attachment Support
Supports a wide range of file types including PDFs, TXT, and image files.
6.Real-Time Processing
Summarizes and recommends in near real-time, enabling agents to act quickly and efficiently.
AI Agent for Incident Summarization – Release Notes
Version: 1.0.0
Overview
This is the first official release of the Attachment Summarizer AI Agent, designed to enhance incident management in ServiceNow by automating attachment summarization and resolution recommendation using Google Gemini.
New Features
- Automated Attachment Summarization
Automatically extracts and summarizes content from incident attachments using Google Gemini.
- Worknotes Auto-Update
Summaries are automatically inserted into the Worknotes field of the incident record.
- Knowledge Article Recommendations
Context-aware suggestions of relevant knowledge articles from the ServiceNow Knowledge Base.
- Resolution Step Suggestions
Extracts and presents actionable resolution steps based on recommended articles.
- Multi-Format File Support
Supports PDF, TXT, and image files.
- Seamless ServiceNow Integration
Fully embedded within the ServiceNow platform with no external UI required.
- Subscription to Now Assist license (Pro Plus/Enterprise Plus).
- AI Search must be active in your instance before any Now Assist based Apps installation. To check if you have AI Search active, navigate to https://<instance_name>.service-now.com/ais_status.do. Otherwise, please refer to the support article https://tinyurl.com/KB0867751 to enable AI Search.
- Access to Google Gemini API (valid API key and quota)
- Plugins required:
- Now Assist AI Agents [sn_aia]
- Now Assist for ITSM [sn_itsm_gen_ai]