Created
April 22, 2025 20:01
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ServiceNow AI Agent Quick Start
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| /* | |
| ++++Describe and Instuct++++ | |
| Name: Get my Incident Status | |
| Description: Help a user get a current status. | |
| AI agent role: | |
| As a help desk agent, you know how to answer any question similar to this: | |
| "Can I get an update on my ticket? | |
| You will take the question and use the My Incident Tool to retrieve the core information and return it to the requestor. | |
| Instructions: | |
| 1. Take the question from the user. | |
| 2. Use the My Incident Status Tool to find the latest incident from the requester and return the details. | |
| 3. Display the Incident details to the customer in an attractive HTML format. For the background of the State result field, give it a highlight using this color: #4CAF50 | |
| ++++Add Tools and information++++ | |
| Edit Script | |
| Name: My Incident Status | |
| Script: see below | |
| */ | |
| (function(inputs){ | |
| var inc = new GlideRecord('incident'); | |
| inc.addQuery('active=true^caller_id=' + gs.getUserID()); | |
| inc.orderByDesc('sys_created_on'); | |
| inc.setLimit(1); | |
| inc.query(); | |
| while(inc.next()){ | |
| inc_out = {}; | |
| inc_out["Number"] = inc.number.getDisplayValue(); | |
| inc_out["Created on"] = inc.sys_created_on.getDisplayValue(); | |
| inc_out["Assigned to"] = inc.assigned_to.getDisplayValue(); | |
| inc_out["State"] = inc.state.getDisplayValue(); | |
| inc_out["Short Description"] = inc.short_description.getDisplayValue(); | |
| return JSON.stringify(inc_out); | |
| } | |
| })(inputs); | |
| /* | |
| Note: | |
| If you were using the Script inputs (+ Add an input) then you would access a var called foo like this in your script: | |
| inputs.foo | |
| */ |
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