ServiceNow Incident Creation Agent
What does the ServiceNow Incident Creation Agent do? The agent helps employees resolve support requests directly in SAP Joule or, when necessary, create structured ServiceNow incidents automatically. This use case features one of the ready-to-use AI agents that helped us win the “Agent Race to Sapphire 2026.”
The starting point: Making support processes more efficient
Employees currently create support requests manually through the SAP GUI Help function, which are then transferred to ServiceNow as incidents. Because requests are entered as free text, important context such as system ID, user, Fiori app, or transaction is often missing. This results in follow-up questions, additional manual effort, and longer resolution times for support teams.
What does our solution look like? Intelligent support directly in SAP Joule
The ServiceNow Incident Creation Agent enables employees to submit support requests directly within SAP Joule. The agent first searches available documentation and ServiceNow knowledge articles to resolve the request without creating an incident. If no suitable answer is found, Joule guides the user through a structured dialogue, automatically captures relevant system information, and creates a well-prepared ServiceNow incident. In three steps, this means:
- Search existing knowledge
The agent searches document repositories and ServiceNow knowledge articles to resolve requests without creating an incident whenever possible. - Guide incident creation
If no solution is available, Joule guides users through a structured, dialogue-based incident creation process. - Transfer structured incidents to ServiceNow
Relevant context such as user, system ID, app, and transaction is captured automatically and transferred to ServiceNow.
The result? Fewer incidents, faster support
The result includes fewer ServiceNow incidents, higher-quality incident data, and faster support for end users. Existing knowledge assets are utilised more effectively, allowing many requests to be resolved directly in SAP Joule. At the same time, structured and automatically populated incidents reduce follow-up questions and enable more efficient processing by support teams.
Do you have a similar challenge?
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