{"id":72185,"date":"2026-06-29T12:33:34","date_gmt":"2026-06-29T11:33:34","guid":{"rendered":"https:\/\/sovanta.com\/?p=72185"},"modified":"2026-07-10T13:28:42","modified_gmt":"2026-07-10T12:28:42","slug":"servicenow-incident-creation-agent","status":"publish","type":"post","link":"https:\/\/sovanta.com\/en\/servicenow-incident-creation-agent\/","title":{"rendered":"ServiceNow Incident Creation Agent"},"content":{"rendered":"\n

What does the ServiceNow Incident Creation Agent do?<\/strong>\u00a0The 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 \u201cAgent Race to Sapphire 2026.\u201d<\/strong><\/p>\n\n\n\n

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Resolve support requests faster\u2014and create ServiceNow incidents only when necessary.<\/div>\n \n \n <\/div>\n\n<\/div>\n\n\n <\/div>\n\n\n
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The starting point:\u00a0Making support processes more efficient<\/strong><\/h2>\n\n\n\n

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.<\/p>\n\n\n

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Incomplete incident information<\/strong>
Free-text incidents often lack the technical and business context required for efficient processing.<\/p>\n\n\n\n <\/div>\n\t<\/div>\n\n\n\n

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Unnecessary incident creation<\/strong>
Many requests could be resolved immediately using existing documentation and knowledge articles without creating a ServiceNow incident.<\/p>\n\n\n\n <\/div>\n\t<\/div>\n\n\n\n

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Disconnected support experience<\/strong>
Employees have to switch between SAP and ServiceNow, interrupting their workflow and reducing productivity.<\/p>\n\n\n\n <\/div>\n\t<\/div>\n\n<\/div>\n<\/div><\/div>\n\n\n\n

What does our solution look like?\u00a0Intelligent support directly in SAP Joule<\/strong><\/h2>\n\n\n\n

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:<\/p>\n\n\n

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  1. Search existing knowledge<\/strong>
    The agent searches document repositories and ServiceNow knowledge articles to resolve requests without creating an incident whenever possible.<\/li>\n\n\n\n
  2. Guide incident creation<\/strong>
    If no solution is available, Joule guides users through a structured, dialogue-based incident creation process.<\/li>\n\n\n\n
  3. Transfer structured incidents to ServiceNow<\/strong>
    Relevant context such as user, system ID, app, and transaction is captured automatically and transferred to ServiceNow.<\/li>\n<\/ol>\n\n\t<\/div>\n\n<\/div>\n\n\n\n

    The result?\u00a0Fewer incidents, faster support<\/strong><\/h2>\n\n\n\n

    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.<\/p>\n\n\n\n

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    Do you have a similar challenge?<\/h2>\n\n\n\n

    Would you like to see how the different services work together in this use case? Or do you have questions about the approach? Simply fill out the form and our sovanta experts will get in touch with you.<\/p>\n\n\n\n\t\t\t\t\t\t