CorrelateIQ is an Now assist agentic workflow for ServiceNow that aims to assist the ITSM engineers in intelligent analysis and troubleshooting of multiple complex attachment of multiple record types. It helps the engineers by providing cross attachment correlation and an integrated overview to the ticket reducing the overall mean resolution time for the ticket and improving engineer productivity.
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Ticket View Enhancement (Card View): Provides a contextual Card view that consolidates key information:
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Ticket description
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Attachment-wise summary
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Work note summary
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Attachment relevance—can handle multiple record types (configurable)
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Intelligent Troubleshooting Insights: Automates complex analysis to provide:
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Relevancy/Irrelevancy assessment of attachments
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Issue’s Initial Diagnosis (for Incident and Problem tickets)
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Recommended resolution steps (for Incident and Problem tickets)
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Ticket-to-attachments correlation
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Configurable AI Outputs: Allows for customization of the Card view and various AI-generated outputs to fit different workflow needs.
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Multi-Record Type Support: Processes attachments for various record types including Requested Items, Request, Change requests, Knowledge, Incidents, and Problem Records.
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Multi-Format Attachment Support - Supports a wide range of file types including PDFs, TXT, and image files.
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Real-Time Processing - Summarizes and recommends in near real-time, enabling agents to act quickly and efficiently.
CorrelateIQ – Release Notes
Version: 1.0.0
Overview
This is the first official release of CorrelateIQ, an agentic workflow designed to transform IT troubleshooting in ServiceNow by providing intelligent analysis and a unified view of complex attachments across multiple record types using Google Gemini.
New Features
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Automated Record Summarization
Automatically extracts and summarizes content from record attachments, ticket data and worknotes using Google Gemini. -
Multi-Record Support
Processes attachments for RITM, REQ, CHG, KB, INC, and PRB record types -
Initial Diagnosis & Resolution Recommendations
Provides integrated summary, Initial diagnosis of the Issue and recommended resolution steps for Incident and Problem tickets. -
Attachment Relevancy and Irrelevancy
Classifies Attachments as Relevant and irrelevant in context with the ticket’s Description and short description. -
Multi-Format File Support
Supports PDF, TXT, and image files. -
Seamless ServiceNow Integration
Fully embedded within the ServiceNow platform with no external UI required.
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Plugins required:
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Now Assist AI Agents [sn_aia]
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Now Assist for ITSM [sn_itsm_gen_ai]
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Now Assist for Platform [sn_genai_platform]
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Subscription to Now Assist license (Pro Plus/Enterprise Plus).
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AI Search must be active in your instance before any Now Assist based Apps installation. To check if you have AI Search active, navigate to https://<instance_name>.service-now.com/ais_status.do. Otherwise, please refer to this article to enable AI Search.
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Access to Google Gemini API (valid API key and quota)