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BugHerd

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Escalate a BugHerd task to a ServiceNow incident
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Cross-Connector

Escalate website bugs to ServiceNow once, with the link kept

For IT teams who want a BugHerd task raised as a ServiceNow incident with caller, impact and urgency set, just by asking their AI assistant.

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Escalate a BugHerd task to a ServiceNow incident
Escalate task 233 in the Contoso Website BugHerd project to ServiceNow and assign it to Web Platform Support.
No incident exists yet for BugHerd task #233, so this will be a new incident. - Short description: [BugHerd Contoso Website #233] Payment form does not submit - Caller: Lee Wong (matched by email) - Impact and urgency: high and high, from severity critical - Assignment group: Web Platform Support Shall I create it?
BugHerd
Sample figures. Your results come from your own account.
bugherd-get-projects
bugherd-get-tasks
servicenow-get-incident
servicenow-get-user
servicenow-add-incident
bugherd-add-comment

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

BugHerd

BugHerd
Run it on your own BugHerd data.

Connect BugHerd, pick your AI tool and paste the prompt.

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The problem

Website bugs reach the service desk twice or not at all

Escalating a BugHerd bug means retyping it as a ServiceNow incident, finding the caller and guessing impact and urgency. Without a check the same bug is escalated twice, and without a note the web team never knows.

Without PopdockAI

  • Retype the BugHerd bug as a ServiceNow incident
  • Look up the caller and guess impact and urgency
  • Escalate the same bug twice without noticing
  • Forget to note the incident on the BugHerd task

With PopdockAI

  • ServiceNow is checked for an incident already raised from the task
  • The caller is matched by email and severity sets impact and urgency
  • You see the incident and confirm before it is created
  • The incident number is noted on the task, nothing else changed

The prompt

Use this prompt

Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.

Prompt
**Objective:** Raise a ServiceNow incident for task `{task-number}` in the BugHerd project `{project-name}`, assigned to `{assignment-group}` when given, and record the link on both sides.

**Step 1: Read the BugHerd task**

Call `bugherd-get-projects` with `name.contains` set to `{project-name}`. If nothing matches, say so and stop. If several match, list their names and project-id values and ask which one; do not guess. Then call `bugherd-get-tasks` with `project-id` and `task-number`. If it is not found, say so and stop.

**Step 2: Check it is not already escalated**

* If the task's external-id holds an incident number, call `servicenow-get-incident` with `number` set to it, report that incident (number, state, assigned-to) and stop.
* Call `servicenow-get-incident` with `short-description.contains` set to "[BugHerd" plus the project name and " #" plus the task number. If one exists, report it and stop.

**Step 3: Prepare the incident**

* Caller: call `servicenow-get-user` with `email` set to the task's requester-email. Use the matching user's sys-id. If no user matches, leave caller empty and say so.
* Map BugHerd severity to ServiceNow impact and urgency, choosing from the listed values: critical = high impact, high urgency; important = medium impact, high urgency; normal = medium impact, medium urgency; minor or not set = low impact, low urgency.
* short-description: "[BugHerd <project name> #<task number>] " followed by the task title (or the first 80 characters of the description when there is no title).
* description: the task description, then the page, then "BugHerd task: " and the admin-link.

**Step 4: Confirm, then write**

Show the incident you will create and wait for an explicit yes. Then:

1. Call `servicenow-add-incident` once with `short-description`, `description`, `impact`, `urgency`, `caller` when found, and `assignment-group` when given.
2. Call `servicenow-get-incident` with `short-description.contains` set to the "[BugHerd ...]" prefix to read back the new incident's number.
3. Call `bugherd-add-comment` once with `project-id`, `task-id` and the comment "Escalated to ServiceNow incident <number>."

**Step 5: Report**

The incident number, its state, and confirmation that the BugHerd comment was added.

**Rules & Guidelines:**

* Tools named bugherd-... are on the bugherd MCP server; tools named servicenow-... are on the servicenow MCP server. If either set of tools is missing, say which server is not connected and stop.
* The only write tools this prompt may call are `servicenow-add-incident` (once) and `bugherd-add-comment` (once), after the user confirms.
* Do not change the BugHerd task's status, severity or assignee.

**Validation:**

* If `servicenow-add-incident` fails, show the error and do not add the BugHerd comment.
* If the incident cannot be read back, still add the comment, saying the incident number could not be confirmed.

Who it's for

One answer, three teams that use it

Web team leads

Hand serious bugs to IT in one step

Escalate a BugHerd bug with caller and priority set, and the incident number lands back on the task.

Escalate task 118 in the Fabrikam Shop BugHerd project to ServiceNow for the Web Platform Support group.

Service desk analysts

Get incidents with the right priority

Incidents arrive with caller, impact and urgency set from the bug, not guessed.

Raise a ServiceNow incident for BugHerd task 52 in the Contoso Portal project and make sure it is not already escalated.

Project managers

Keep the web team in the loop

Every escalation is recorded on the BugHerd task, so nobody chases a bug that IT already owns.

Send task 274 in the Northwind Traders site project to ServiceNow and note the incident on the task.

How it works

What PopdockAI does when you ask

You name the BugHerd task and your AI assistant prepares the ServiceNow incident. Nothing is created until you have seen it and said yes.

01

Ask

You name the BugHerd project and task, and optionally an assignment group.

Your AI tool

02

Check

It reads the task and looks for an incident already raised from it.

bugherd-get-projects
bugherd-get-tasks
servicenow-get-incident
servicenow-get-user

03

Confirm

You see the incident with caller, impact and urgency and say yes.

No items found.

04

Create

It raises the incident, reads back its number and comments on the BugHerd task.

Your AI tool

What PopdockAI provides

The tools behind the answer

Ready made tools for BugHerd and one secure connection to your AI tool. No code, no exports.

get-data

bugherd-get-projects

Returns BugHerd projects with their website, owner, visibility and status. Filter by project ID, name, owner or active status.
get-data

bugherd-get-tasks

Returns tasks from BugHerd projects: title, description, status, severity, assignee, requester, page, tags, due date and external ID. Filter by project, task number, title, status, severity, assignee, requester email, external ID and due or created date.
get-data

servicenow-get-incident

Returns incident records (number, state, priority, caller, assignment and dates) from ServiceNow. Filter by number, state, priority, caller, assignment group, assignee, short description text and opened date range.
get-data

servicenow-get-user

Returns ServiceNow user records (user ID, name, email, title, department, manager and location). Filter by user ID, name, email, title, department, location and whether the user is active.
run-action

servicenow-add-incident

Creates a new incident record in ServiceNow (the incident table). Reference fields accept a display name or a sys_id.
run-action

bugherd-add-comment

Adds a comment to a BugHerd task, as a given user or email, optionally private to the team.
Read only.Nothing in BugHerd Changes

This report is built from Get data tools only. PopdockAI applies the row, field and parameter rules your admin sets, and every query is written to the audit trail.

How Popdock AI secures your data

The outcome

Every escalation raised once, with the link kept

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Related use cases

More ways to put this data to work

All Ramp use cases

One prompt template with infinite possibilities.

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Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.

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