Monitor incoming IT tickets, classify them as Incident, Request, or Other; automatically log incidents in ServiceNow, trigger provisioning for requests, and respond to Other queries by searching a knowledge base.
## Who’s it for This template is ideal for IT support teams, internal helpdesk automation engineers, and developers building intelligent ticketing systems. It helps streamline ITSM workflows by automatically classifying user queries, retrieving relevant knowledge base entries, and triggering incident creation in ServiceNow. ## How it works / What it does This workflow uses Google Gemini and Qdrant to power an intelligent ITSM assistant. When a user submits a query via chat: The Text Classifier categorizes the input as an Incident, Request, or Other. Based on the category: Incidents are automatically logged in ServiceNow. Requests trigger an HTTP call (e.g., for provisioning or access). Other queries are routed to an AI Agent that searches the FAQBase in Qdrant and responds contextually. The Gemini LLM enriches responses and summaries. The Qdrant Vector Store retrieves semantically similar answers from a pre-embedded FAQ knowledge base. The Summarization Chain condenses incident details for better tracking. Sticky notes are used throughout the workflow to document each node’s purpose and improve maintainability. ### How to set up Connect your Google Gemini API, Qdrant, and ServiceNow credentials. Populate the FAQBase collection in Qdrant with your ITSM knowledge base. Deploy the webhook to receive chat inputs. Test the flow using the Manual Trigger node. Customize the classifier categories and Gemini prompts as needed. ## Requirements Google Gemini API access Qdrant vector database with embedded FAQ data ServiceNow account with API access n8n instance with LangChain nodes installed ## How to customize the workflow Modify the Text Classifier categories to suit your organization’s ticket types. Add more FAQ entries to Qdrant for broader coverage. Replace the HTTP Request node with integrations relevant to your ITSM tools. Adjust the Gemini prompts to reflect your tone and support style. Extend the workflow with Slack, Teams, or email notifications for ticket updates.
Classifies, routes, and resolves ITSM tickets automatically.
Classifies incoming tickets into Incident, Request, or Other.
Logs incidents automatically in ServiceNow.
Triggers provisioning or access requests via HTTP calls for approved requests.
Routes Other queries to the FAQ-based AI agent to surface relevant answers.
Enriches responses and summaries with Gemini.
Generates concise incident summaries for tracking.
Before → 5 real pain points: slow incident logging; inconsistent classification; time-consuming knowledge-base lookups; provisioning delays; poor ticket context. After → 5 clear outcomes: faster incident creation; consistent category assignment; immediate access to relevant KB; quicker provisioning; complete, shareable incident summaries.
How the AI agent handles ITSM tickets in three simple steps.
Receive the user query and classify it into Incident, Request, or Other.
Based on the category, log incidents in ServiceNow, trigger provisioning for requests, or route Other queries to the FAQ-based AI agent.
Gemini enriches responses and summaries; Qdrant retrieves relevant FAQ context; generate a concise incident summary for tracking.
One realistic scenario that shows end-to-end ITSM automation.
Scenario: A user reports 'Cannot access VPN' via chat. The AI agent classifies the issue as an Incident, creates a ServiceNow ticket within 30 seconds, and assigns it to the on-call engineer. The user receives the ticket number and initial guidance. Gemini enriches the response while Qdrant surfaces relevant KB articles to aid triage, and a concise incident summary is generated for tracking.
One supporting sentence about who benefits from the AI agent.
Auto-classifies and routes tickets to reduce manual triage.
Provides end-to-end visibility with auditable ticket flows and SLA adherence.
Keeps incident creation consistent and integrated with your ITSM tool.
Automates provisioning triggers for access and resources.
Keeps the FAQBase up-to-date and surfaced in context.
Receives faster, clearer ticket updates and guidance.
Core tools the AI agent works with to automate ITSM.
Enriches responses and summaries with advanced language understanding.
Retrieves semantically similar knowledge base articles for context.
Auto-logs incidents and creates/updates tickets based on classification.
6 practical scenarios where the AI agent adds value.
Practical concerns about deployment and operation.
The AI agent integrates with ServiceNow through API-based incident creation and updates. It can be extended to other ITSM tools via webhooks or HTTP interfaces. The integration handles classification-driven actions, including incident logging and provisioning triggers. Deployment typically uses an API key or OAuth-based access and secure token management. You can customize endpoints to match your existing ITSM stack and governance model.
The Text Classifier uses a trained model tailored to your categories (Incident, Request, Other). You can adjust thresholds and categories to balance precision and recall. It operates with a confidence score and provides fallback routing if confidence is low. Ongoing monitoring and retraining ensure accuracy improves over time. Manual review can be configured for edge cases.
Yes. The Gemini-powered language model supports multiple languages and can be configured to prefer a primary support language while gracefully handling others. Language detection occurs at intake, and prompts can be adapted per language. You can maintain multilingual KB articles in Qdrant for cross-language support. Translation quality depends on the prompt and KB coverage.
Incidents include classification, a concise summary, ticket numbers, time stamps, and references to related KB articles when surfaced. Provisioning requests generate corresponding tasks and approvals as configured. User-visible updates are sent, and internal logs support auditing and SLA reporting. Data retention follows your organization’s security and compliance policies.
Access controls and least-privilege principles govern API access to Gemini, Qdrant, and ServiceNow. All communications use TLS and secure tokens. Sensitive data is minimized in chat transcripts and incident logs, and data retention aligns with policy. Regular security reviews help ensure compliance with standards relevant to your organization.
Yes. You can modify the classifier categories, prompts, and Gemini prompts to reflect your support tone and products. The flow supports iterative adjustments without rewriting the entire workflow. Prompts can be parameterized for different teams or brands. Changes can be tested via a manual trigger before production.
Notifications can be added via additional integration nodes that push ticket updates to Slack, Teams, or email. The AI agent can trigger these notifications at milestones (ticket creation, status change, recommended actions). You can configure recipient lists and message formats to fit your governance and compliance needs. This extension keeps stakeholders informed without manual steps.
Monitor incoming IT tickets, classify them as Incident, Request, or Other; automatically log incidents in ServiceNow, trigger provisioning for requests, and respond to Other queries by searching a knowledge base.
