What happens to your resolved incidents?
AutoSolve imports resolved and closed incidents with resolution notes and environment context. Incremental synchronization uses a saved watermark to pick up updated records. The ingestion path checks for actionable content: a ticket closed with only ‘resolved’ is weak knowledge, while a useful sequence of steps can become a source for the next investigation. Accepted records retain their source, environment, platform, and outcome within the tenant.
Similarity is the beginning of selection
A familiar description does not establish that an old fix is appropriate. Semantic candidates are ranked with observed performance: successes and reliability can improve ranking, while failures reduce it. A user report that the issue persisted can block reuse of that candidate. These signals help select a useful precedent; they are not a calibrated prediction that a fix will succeed.
Adapt experience to the current target
The current incident may involve a different host, runtime, or permission boundary. AutoSolve brings inspection evidence and resolved target facts into solution preparation. It can adapt the intent of a previous resolution to the present environment. If no suitable solution matches, AI can prepare a new one with execution requirements, verification, and review conditions.
Carry the decision into execution
ServiceNow supplies incident context; the configured endpoint agent or cloud execution path performs the approved work. The plan must satisfy the relevant target, runtime, tool, credential, and policy requirements. Review the proposed changes before enabling a workflow. Missing access or prerequisites remain visible instead of becoming an unexplained successful-looking ticket update.
Keep the outcome connected to the incident
Execution evidence and action-specific verification distinguish a completed command from an established result. AutoSolve records outcomes and feedback for later selection. For generated fixes, an enabled bounded retry policy can use failure context to prepare a revised plan; that revised plan requires fresh approval. Incident actions and work notes can connect operational work back to the service desk.
Evaluate one incident family first
Choose a recurring incident family with useful resolution notes, representative targets, and an accountable approval owner. Agree on permitted history, field access, source quality, and the definition of success. Include a known fix, an unfamiliar case, and an issue that persists after execution. Measure verified outcomes and hands-on effort against the current manual process before expanding.
Questions before you connect
Does AutoSolve replace ServiceNow?
This workflow connects to ServiceNow. ServiceNow remains the service desk while AutoSolve uses incident knowledge and configured execution paths to support remediation.
Does every closed incident become a reusable solution?
No. Ingestion screens for actionable resolution content. Outcome feedback also affects whether a historical candidate should be reused.
What must be configured before a pilot?
The ServiceNow instance and permitted fields, tenant knowledge scope, target execution access, approval policy, and an action-specific verification method.