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Find ServiceNow problem candidates
Report

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.

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Find ServiceNow problem candidates
Which recurring incidents in ServiceNow from the last 30 days should become problems?
4 clusters of 3 or more incidents, and 3 have no problem yet. - Largest: 9 incidents on mail-prod-01, mailbox sync delays - Second: 6 incidents on Contoso VPN, drops after sleep - Covered: 5 printer incidents already sit under PRB0040098 Want draft problem titles and example incidents for each cluster?
ServiceNow
Sample figures. Your results come from your own account.
servicenow-get-incident
servicenow-get-problem

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

ServiceNow

ServiceNow
Run it on your own ServiceNow data.

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

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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.

Prompt
**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.

Your AI tool

02

Cluster

It groups recent incidents by shared CI, service or distinctive symptom.

servicenow-get-incident

03

Check

It looks for an existing open or known error problem for each cluster.

servicenow-get-problem

04

Report

You get clusters ranked by size and priority, with draft problem titles.

Your AI tool

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.

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-problem

Returns problem records (number, state, priority, known error, related incidents and dates) from ServiceNow. Filter by number, state, priority, known error, assignment group, assignee, short description text and opened date range.
Read only.Nothing in ServiceNow 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

Recurring incidents get a root cause

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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.

Join forward-thinking companies that are transforming their operations with intelligent, secure AI automation.

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