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Hand website incidents to the web team in BugHerd
For IT teams who want a ServiceNow incident tracked as a BugHerd task with a work note back, just by asking their AI assistant.
On this page
Connector
Connect ServiceNow, pick your AI tool and paste the prompt.
The problem
Website incidents retyped into BugHerd, sometimes twice
When a ServiceNow incident turns out to be a website problem, the web team needs it in BugHerd. Doing it by hand means retyping the incident, translating priority into severity and leaving a work note, and it is easy to create the same task twice.
Without PopdockAI
- Retype the incident into a new BugHerd task
- Translate priority into severity by hand
- Look up the caller's email for the requester
- Forget the work note, or create a second task
With PopdockAI
- BugHerd is checked for a task already created from the incident
- Resolved or closed incidents are questioned first
- Severity comes from priority and the requester from the caller
- The task and a work note are added after you confirm
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Create a BugHerd task in the project `{project-name}` for the ServiceNow incident `{incident-number}`, and note the BugHerd task on the incident.
**Step 1: Read the incident**
Call `servicenow-get-incident` with `number` set to `{incident-number}`. If it is not found, say so and stop. If its state is resolved, closed or canceled, say so and ask whether to continue.
**Step 2: Find the project and check for an existing 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 `external-id` set to `{incident-number}`. If a task already exists, report its task number and admin-link and stop.
**Step 3: Prepare the task**
* description: the incident's short-description, then a blank line, then "ServiceNow incident " plus the number, its priority, configuration-item and caller.
* severity: priority 1 = critical, 2 = important, 3 = normal, 4 or 5 = minor.
* requester-email: call `servicenow-get-user` with `name` set to the incident's caller and use its email when there is exactly one match.
**Step 4: Confirm, then write**
Show the task you will create and wait for an explicit yes. Then:
1. Call `bugherd-add-task` once with `project-id`, `description`, `severity`, `external-id` set to `{incident-number}`, and `requester-email` when found.
2. Call `servicenow-update-incident` once with `sys-id` (from Step 1) and `work-notes` set to "Tracked in BugHerd <project name> as task #<task number>."
**Step 5: Report**
The BugHerd task number and task-id, and confirmation that the work note 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 `bugherd-add-task` (once) and `servicenow-update-incident` (once, work-notes only), after the user confirms.
* Never change the incident's state, assignment or priority.
**Validation:**
* If `bugherd-add-task` fails, show the error and do not touch the incident.Who it's for
One answer, three teams that use it
Service desk analysts
Hand web issues over in one step
Send a website incident to the web team without retyping it, and keep a note on the incident.
Send INC0020871 to BugHerd in the Fabrikam Website project.
Web team leads
Get incidents with the right severity
Tasks arrive with severity mapped from priority and the original caller as requester.
Create a BugHerd task in the Northwind Store project for ServiceNow incident INC0020955.
IT support managers
Avoid duplicate handoffs
Each incident becomes one BugHerd task, with the link recorded on the ServiceNow side.
Has INC0021002 already gone to BugHerd? If not, create a task in the Contoso Website project.
How it works
What PopdockAI does when you ask
You name the incident and the BugHerd project, and your AI assistant prepares the task. Nothing is written until you confirm, and the incident's state, assignment and priority stay as they are.
01
Ask
You name the ServiceNow incident and the BugHerd project.
02
Check
It reads the incident and looks for a BugHerd task already created from it.
03
Confirm
You see the task with its severity and requester and say yes.
04
Create
It adds the BugHerd task and a work note on the incident.
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
bugherd-get-projects
bugherd-get-tasks
servicenow-get-user
bugherd-add-task
servicenow-update-incident
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
Website incidents reach the web team once
Related use cases
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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.
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