Automate ITSM ticket classification and resolution using Gemini, Qdrant and ServiceNow
This intelligent ITSM assistant leverages Google Gemini and Qdrant to automatically categorize user queries and manage support tickets. It seamlessly routes incidents into ServiceNow while utilizing semantic search to provide instant answers for general requests. By automating classification and knowledge retrieval, it significantly reduces the manual workload for IT support teams.
Run this with your team's AIWhat This Recipe Does
Managing IT service requests often involves navigating complex legacy systems that slow down productivity and frustrate employees. This automation transforms your ServiceNow instance into an intelligent, conversational interface, allowing your team to interact with IT support using natural language. Instead of manually filling out cumbersome forms or searching through technical ticketing portals, users can simply ask questions or report issues through a streamlined chat-based application. The AI processing layer identifies the intent behind every request, automatically categorizing incidents and retrieving real-time status updates directly from your IT infrastructure. This significantly reduces the administrative burden on IT departments by filtering out routine inquiries and ensuring that high-priority issues are logged accurately. By centralizing request management and automating the initial intake process, organizations can ensure faster resolution times and more consistent service delivery. This tool acts as a vital bridge between your technical backend and your non-technical workforce, ensuring that IT operations remain fluid, transparent, and responsive to the needs of the business. It eliminates the friction inherent in traditional ITSM processes, turning a complex database into a proactive service assistant.
What your team gets
Forms and dashboards, so it is not a script only one person understands
Runs on your schedule in the cloud, so it does not stop when a laptop closes
Endpoints, so the rest of your stack can trigger the same work
Langchain.agent, Langchain.lmChatGoogleGemini, Langchain.memoryBufferWindow, Langchain.chatTrigger, Langchain.textClassifier connected for the team, not per person
How It Works
- 1
Open the recipe and connect your accounts
Connect Langchain.agent and Langchain.lmChatGoogleGemini once, in your team cloud, and nobody has to do it again on their own machine
- 2
Tell your own agent what is different about your process
Claude, ChatGPT, Cursor, whichever your team already uses. It adapts the recipe to how you actually work
- 3
Run it, then leave it running
It lives in your team cloud, so it keeps going after you close the laptop and every teammate's AI can use it
Who Uses This
- IT Support Managers use this to automate initial ticket triaging, ensuring high-priority incidents are categorized and routed to the correct department without manual intervention.
- Employees use this as a self-service portal to check the status of their open tickets or update request details through a simple chat interface instead of logging into ServiceNow.
- Operations teams use this to pull instant incident reports or system status summaries via mobile-friendly commands during off-site hours or emergency response situations.
Frequently Asked Questions
What is required to connect this to my ServiceNow instance?
You only need your ServiceNow instance URL and standard API credentials. The setup process securely links the workflow to your existing environment without requiring complex backend modifications.
Can I customize the types of IT requests the AI can handle?
Yes. You can define specific parameters and response logic within the workflow to ensure the AI follows your organization's unique IT policies, service catalogs, and escalation procedures.
Does this work with custom fields and tables in ServiceNow?
The automation is designed to map to both standard and custom ServiceNow fields, ensuring it can capture and display all the specific data points required for your ticketing workflows.
What kind of interface do my end-users see?
Runwork converts this workflow into a clean, standalone web application. Your employees interact with a simplified chat window that hides the complexity of the underlying ServiceNow architecture.
Coming from n8n?
This recipe uses nodes like Langchain.agent, Langchain.lmChatGoogleGemini, Langchain.memoryBufferWindow, Langchain.chatTrigger and 10 more. On Runwork, you don't need to learn n8n's workflow syntax. Describe what you want to your own AI agent in plain English.
Based on n8n community workflow. View original
Related Recipes
Automated ticket triage for HaloPSA with Gemini AI summary generation
Managing a high volume of support tickets often leads to information overload and delayed response times. This automation bridges the gap between raw data and actionable insights by automatically generating concise AI summaries for every new ticket created in HaloPSA. By distilling complex user issues and technical logs into clear, readable overviews, your support team can immediately understand the core problem without digging through lengthy history or repetitive notes. This leads to faster triage, more accurate ticket routing, and a significant reduction in the time spent on initial research. For IT service providers and internal help desks, this tool ensures that high-priority issues are identified instantly, improving service level agreement compliance and overall customer satisfaction. By removing the manual burden of synthesis, your technicians can focus on resolution rather than documentation, driving operational efficiency across your entire support department.
Automate incident reporting & alerts with forms, Google Sheets and Gmail
Managing workplace incidents often involves a disorganized mix of emails, verbal reports, and forgotten details. This Incident Reporting Management automation transforms that chaos into a structured, reliable process. By providing a standardized intake form, you ensure that every critical detail is captured the moment an issue arises. Once submitted, the system instantly logs the data into a centralized Google Sheet, creating a permanent audit trail for compliance and review. Simultaneously, the automation triggers immediate email notifications to the relevant team members, ensuring that high-priority issues are addressed without delay. This eliminates the bottleneck of manual data entry and reduces the risk of human error or overlooked reports. By centralizing your incident management, you gain better visibility into recurring issues, improve response times, and maintain a safer, more efficient operational environment. This tool empowers teams to move from reactive firefighting to proactive management, providing the structured data needed to identify trends and implement long-term solutions while keeping all stakeholders informed through every step of the resolution process.
Receive updates for AWS SNS events
This automation serves as a centralized bridge between your AWS cloud infrastructure and your business operations team. By leveraging the AWS Simple Notification Service (SNS), it captures critical system alerts, scaling events, and infrastructure updates in real-time, instantly transforming technical signals into actionable business data. Instead of requiring team members to monitor complex AWS consoles, this workflow ensures that the right stakeholders are informed immediately when specific conditions are met. This reduces response times for critical incidents, improves system uptime, and allows IT managers to maintain high-level visibility over their cloud environment without getting bogged down in manual log reviews. By converting these notifications into a structured application format via Runwork, you can track incident history, assign follow-up tasks, and ensure that no critical system alert ever goes unnoticed.
Automated n8n workflow backup system with Google Drive and archiving
Managing cloud storage and digital assets is often a manual, time-consuming process that leads to cluttered drives and missing documentation. This automation streamlines your IT operations by automatically organizing, converting, and backing up critical business files on a recurring schedule. By leveraging intelligent logic, the workflow identifies specific file types or data sets within your ecosystem and ensures they are formatted correctly and securely stored in Google Drive without human intervention. This eliminates the risk of data loss and ensures that your team always has access to the most up-to-date versions of essential documents. For businesses handling high volumes of reports or logs, this tool transforms a chaotic file structure into a reliable, automated archive. The result is a more efficient administrative process, reduced manual overhead for IT staff, and a standardized approach to document retention that supports compliance and operational transparency.
Run this with the AI your team already uses
Your agent adapts it, your team cloud keeps it running, and everyone's AI can find it.
Open this recipe in Runwork