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.
Start BuildingWhat This Recipe Does
Managing IT service requests often involves navigating complex enterprise software, leading to delays and administrative fatigue. This automation bridges the gap between your team and ServiceNow by providing an AI-powered conversational interface. Instead of manually filling out intricate forms or searching through endless ticket logs, users can interact with your ITSM system using natural language. The workflow processes requests, retrieves ticket statuses, and updates records automatically through a simple chat window. By centralizing these interactions, your IT department reduces the time spent on routine data entry and status reporting. This allows support agents to focus on high-value technical problem-solving rather than administrative overhead. For business users, it means faster response times and a more intuitive way to get the help they need. The result is a more responsive IT operation that scales without requiring additional headcount for basic management tasks.
What You'll Get
Forms, dashboards, and UI components ready to use
Background automations that run on your schedule
REST APIs for external integrations
Langchain.agent, Langchain.lmChatGoogleGemini, Langchain.memoryBufferWindow, Langchain.chatTrigger, Langchain.textClassifier configured and ready
How It Works
- 1
Click "Start Building" and connect your accounts
Runwork will guide you through connecting Langchain.agent and Langchain.lmChatGoogleGemini
- 2
Describe any customizations you need
The AI will adapt the recipe to your specific requirements
- 3
Preview, test, and deploy
Your app is ready to use in minutes, not weeks
Who Uses This
- IT Support Agents use this to quickly update or query ticket status without leaving their primary communication tools.
- Department Managers use this to get instant summaries of open incidents and service performance metrics via natural language.
- Employees use this as a self-service portal to submit help desk requests and receive immediate confirmation numbers from ServiceNow.
Frequently Asked Questions
Do I need to be a ServiceNow administrator to use this?
No. Once the initial connection is established, any authorized team member can interact with the system through the Runwork interface.
Can I customize the types of requests the AI handles?
Yes. You can define specific parameters and instructions within the workflow to ensure the AI follows your company's unique IT protocols.
Does this work with custom fields in my ServiceNow instance?
Yes. The integration allows you to map and interact with both standard and custom ServiceNow tables and fields.
What does the final application look like?
Runwork converts this workflow into a clean, professional chat interface that can be shared with your team as a standalone web app.
Importing from n8n?
This recipe uses nodes like Langchain.agent, Langchain.lmChatGoogleGemini, Langchain.memoryBufferWindow, Langchain.chatTrigger and 10 more. With Runwork, you don't need to learn n8n's workflow syntax—just describe what you want in plain English.
Based on n8n community workflow. View original
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