Set up Prompt ai to send tickets to ServiceNow

Here's how to set up Prompt ai to send tickets to ServiceNow, Kingston and London build.

  1. While logged in at getprompt.ai, go to Integrations > Ticketing.
  2. Select ServiceNow.
  3. Enter the required data (see below).
  4. Save your changes.

Required data:

  • HOST: The URL of your ServiceNow instance (Kingston build).
  • USER: The user ID of the ServiceNow instance that's connecting to Prompt ai.
    • Important: Make sure that the user has "incident_manager" role.
  • PASSWORD: The password you use to access the ServiceNow account connecting to Prompt ai.
  • TICKET TABLE: The ServiceNow ticket table
  • USER FOR TRACKER TICKETS: Prompt ai tracks each non-escalated request by creating a ticket with this user as requester and assignee.
  • STATE FOR TRACKER TICKETS - HELPFUL: When an end user marks a solution as helpful but does escalate, Prompt ai tracks the interaction by creating a ticket with this State.
  • STATE FOR TRACKER TICKETS - HELPFUL: When an end user marks a solution as unhelpful but does escalate, Prompt ai tracks the interaction by creating a ticket with this State.
  • RECENT TICKETS LIST: Display this many recent tickets when an end user sends the "/prompt list" command.