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See a customer's ServiceNow incident history from their email
For support teams who want the incidents raised by an Attio contact by asking their AI assistant, with no manual searching.
On this page
Connector
Connect Attio, pick your AI tool and paste the prompt.
The problem
Shared names pull up the wrong incident history
Support staff look a customer up in Attio, then search ServiceNow by hand for their tickets. When names repeat, it is easy to open the history of the wrong person and answer the wrong question.
Without PopdockAI
- Look the customer up in Attio
- Search ServiceNow users by name
- Open incidents for what might be the right person
- Answer from the wrong history
With PopdockAI
- The contact is found in Attio, and it stops on none or several
- The ServiceNow user is matched on the same email
- Incidents are listed with state, priority and assignee
- Open and resolved counts close the answer
The prompt
Use this prompt
Copy it into any AI tool connected to PopdockAI. Swap the values in braces for your own.
**Objective:** Show the ServiceNow incident history of the Attio contact with email `{email-address}`, looking at incidents opened since `{opened-from}` (default: no date limit).
**Step 1: Find the contact in Attio**
Call `attio-get-record-people` (Attio server) with `email-addresses` set to `{email-address}`. If nothing is returned, report that the contact is not in Attio and stop. If more than one person is returned, list them with name, company and email, and stop.
**Step 2: Find the same person in ServiceNow**
Call `servicenow-get-user` (ServiceNow server) with `email` set to the contact's email address from Step 1. If no user is returned, report the contact as present in Attio and absent from ServiceNow, and stop. If several users match, list them and stop.
**Step 3: Pull the incidents**
Call `servicenow-get-incident` (ServiceNow server) with `caller` set to the user's `user-id` or `sys-id` from Step 2 (use whichever the tool accepts), and `opened.from` set to `{opened-from}` when one was given.
**Step 4: Report**
Give the contact (name, job title, company), then a table of incidents: number, short description, state, priority, opened, assigned to. Finish with the count of open versus resolved incidents.
**Rules & Guidelines:**
* `attio-get-record-people` is on the Attio server. `servicenow-get-user` and `servicenow-get-incident` are on the ServiceNow server.
* This prompt only reads. Do not call any `attio-add-*`, `attio-update-*`, `attio-upsert-*`, `attio-delete-*` or `servicenow-add-*` or `servicenow-update-*` tool.
**Validation:**
* Match on email, ignoring case. If the Attio person has several emails, try each before reporting no ServiceNow match.
* If the contact has no incidents, say so plainly instead of leaving the table empty.Who it's for
One answer, three teams that use it
Support agents
See a caller's history before you answer
Incidents with state, priority and assignee for the right person, matched on email, in one answer.
Show ServiceNow incidents for alex@contoso.com from the last 6 months.
Account managers
Know what a contact has raised
Check a key contact's open and resolved incidents before a meeting with them.
How many open and resolved ServiceNow incidents does priya@fabrikam.com have?
Escalation managers
Review history before an escalation
A full incident list for the person helps you see patterns before you step in.
List every incident tom@northwindtraders.com has raised in ServiceNow since 1 January.
How it works
What PopdockAI does when you ask
You give a contact's email and your AI assistant pulls their ServiceNow incidents through their Attio record. Nothing is changed in either system.
01
Ask
You give a contact's email and optionally a date to start from.
02
Find
It finds the contact in Attio and stops if none or several match.
03
Match
It finds the same person in ServiceNow by email and pulls their incidents.
04
Report
You get the contact, an incident table, and the count of open and resolved incidents.
What PopdockAI provides
The tools behind the answer
Ready made tools for Attio and one secure connection to your AI tool. No code, no exports.
attio-get-record-people
servicenow-get-user
servicenow-get-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
The right customer's incident history
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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