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Spot recurring ServiceNow incidents that need a problem record
For problem managers who want clusters of repeat incidents found in ServiceNow and checked for existing problems, by asking their AI assistant.
On this page
Connector
Connect ServiceNow, pick your AI tool and paste the prompt.
The problem
The same incident fixed again every week
The same incident keeps coming back because nobody has raised a problem for it. Spotting the pattern means reading hundreds of incidents for a repeated CI or symptom, then checking whether a problem record already exists.
Without PopdockAI
- Read through recent incidents
- Notice repeats by memory
- Search for an existing problem record
- Keep fixing the same issue
With PopdockAI
- Recent incidents are clustered by CI, service or distinctive symptom
- Clusters need at least three incidents and real shared words
- Each cluster is checked for an existing problem
- Read only, with draft problem titles for uncovered clusters
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Find recurring incident patterns over the last `{lookback-days}` days (default 30), optionally within `{assignment-group}`, that deserve a problem record.
**Step 1: Pull the incidents**
Call `servicenow-get-incident` with opened.from set to today minus `{lookback-days}` days, assignment-group `{assignment-group}` if given, and max-records 500.
**Step 2: Cluster**
Group the incidents by, in this order of strength:
1. same configuration-item
2. same service
3. same category plus two or more shared distinctive words in short-description
A cluster needs at least 3 incidents. Ignore clusters whose only common factor is a generic category such as Inquiry.
**Step 3: Check for an existing problem**
For each cluster call `servicenow-get-problem` with short-description.contains set to the CI name or the shared words. A matching open problem, or one flagged known-error, means the cluster is covered: note its number.
**Step 4: Report**
A table ranked by cluster size and priority: pattern, incident count, highest priority, first and last opened date, example incident numbers (up to 5), existing problem (number or None). Then recommend which uncovered clusters to raise as problems, with a draft short-description for each.
**Rules & Guidelines:**
* Read-only. Do not call `servicenow-add-problem`, `servicenow-add-problem-task`, `servicenow-update-incident` or any other add- or update- tool. The raise-problem-from-incidents prompt creates the record.
* Do not merge clusters that only share a word like "error" or "slow".
**Validation:**
* If there are fewer than 3 incidents in the window, say there is not enough data and stop.
* If the result hit 500 records, say the window was capped and suggest a shorter lookback.Who it's for
One answer, three teams that use it
Problem managers
Find the problems worth raising
Get recurring incident clusters ranked by size and priority, with draft titles.
Which incident clusters in ServiceNow from the last 60 days have no problem record?
Service desk managers
Cut repeat work for the desk
See which recurring incidents are eating time so a fix can be found.
Find recurring incidents for the Service Desk group in the last 30 days.
Infrastructure teams
Spot unstable CIs
Find the CIs and services that keep generating incidents.
Which CIs had three or more incidents in the last 45 days in ServiceNow?
How it works
What PopdockAI does when you ask
You optionally set a window and a group, and your AI assistant finds recurring incident clusters. It drafts problem titles but creates nothing.
01
Ask
You optionally set a lookback window and an assignment group.
02
Cluster
It groups recent incidents by shared CI, service or distinctive symptom.
03
Check
It looks for an existing open or known error problem for each cluster.
04
Report
You get clusters ranked by size and priority, with draft problem titles.
What PopdockAI provides
The tools behind the answer
Ready made tools for ServiceNow and one secure connection to your AI tool. No code, no exports.
servicenow-get-incident
servicenow-get-problem
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.
The outcome
Recurring incidents get a root cause
Related use cases
More ways to put this data to work
One prompt template with infinite possibilities.
Your AI assistant adapts its approach, tone, and capabilities to match each unique context while you maintain a single, manageable workflow.
Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

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