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Attio

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Show Attio contact ServiceNow incident history
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Cross-Connector

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.

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Show Attio contact ServiceNow incident history
Show me the ServiceNow incident history for dana@northwindtraders.com since 1 July.
Dana Whitfield, Finance Director at Northwind Traders, has 5 incidents since 1 July, 2 of them open. - INC0010452: Payments portal down, priority 1, In Progress - INC0010310: Invoice export fails, priority 3, In Progress - INC0010201: Password reset, priority 4, Resolved - 3 resolved, 2 open Want the other 2 incidents listed?
Attio
Sample figures. Your results come from your own account.
attio-get-record-people
servicenow-get-user
servicenow-get-incident

On this page

The problem

The problem

The prompt

Who it's for

How it works

Tools used

Connector

Attio

Attio
Run it on your own Attio data.

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

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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.

Prompt
**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.

Your AI tool

02

Find

It finds the contact in Attio and stops if none or several match.

attio-get-record-people

03

Match

It finds the same person in ServiceNow by email and pulls their incidents.

servicenow-get-user
servicenow-get-incident

04

Report

You get the contact, an incident table, and the count of open and resolved incidents.

Your AI tool

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.

get-data

attio-get-record-people

Returns people from Attio CRM. Read-only; filter by the fields the tool offers.
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.
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.
Read only.Nothing in Attio 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

The right customer's incident history

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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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