AI-powered ServiceNow Incident Management assistant that analyzes incidents and writes structured guidance into Work Notes.
This project integrates:
- ServiceNow Incident Management
- FastAPI backend
- OpenAI API
- Render cloud deployment
- ServiceNow UI Action
- GlideAjax Script Include
- Knowledge Base retrieval
- Major incident assessment
Service desk and ITSM teams spend time manually reviewing incidents, identifying impact, recommending troubleshooting steps, and deciding escalation paths.
This assistant accelerates incident triage by generating:
- incident summary
- business impact
- urgency explanation
- troubleshooting steps
- assignment group recommendation
- major incident assessment
- knowledge article recommendations
- resolution notes draft
ServiceNow Incident Record
↓
UI Action: Analyze with AI
↓
GlideAjax Script Include
↓
FastAPI REST API on Render
↓
ServiceNow Incident + Knowledge API
↓
OpenAI Analysis Engine
↓
Structured JSON Response
↓
ServiceNow Work Notes
GET /
GET /ai-incident/{incident_number}
Example:
/ai-incident/INC0010034
Returns structured AI analysis for a specific ServiceNow incident.
- Exact incident lookup
- Priority-aware analysis
- Major incident detection for Priority 1
- Knowledge article retrieval foundation
- Clean Work Notes formatting
- Cloud-hosted backend
- Secure environment variables
- Python
- FastAPI
- OpenAI API
- ServiceNow REST API
- GlideAjax
- RESTMessageV2
- Render
- GitHub
Incident [incident]
Button:
Analyze with AI
AIIncidentCopilotAjax
Writes AI analysis into Incident Work Notes.
Hosted on Render.
Environment variables:
OPENAI_API_KEY
SERVICENOW_INSTANCE_URL
SERVICENOW_USERNAME
SERVICENOW_PASSWORD
Demonstrates:
- ServiceNow development
- ITSM automation
- AI integration
- major incident intelligence
- REST API development
- cloud deployment
- enterprise workflow automation
Joseph Mwangi