ITSMLive

ServiceNow + GenticFlow

AI L1 resolution for your ServiceNow instance

GenticFlow integrates with ServiceNow to investigate and resolve L1 incidents automatically. Bi-directional sync with full audit trail written back to your ServiceNow instance.

What You Get

ServiceNow Integration

Incident management integration with bi-directional sync
Webhook-based real-time ticket pickup
Work notes and resolution details posted automatically
Status and priority sync in both directions

L1 Incident Resolution

Password resets, software issues, connectivity problems resolved
Fixes executed directly on endpoints
Full diagnostic log attached to the incident
Incident resolved and closed in ServiceNow

AI-Powered Ticket Handling

AI triage classifies tickets by issue type automatically
Auto-resolution for password, printer, browser, email, VPN, and software issues
Auto-investigation runs diagnostics on linked endpoints and posts findings
Knowledge base auto-answer for general inquiries

Enterprise Controls

Approval workflows before execution
Category-level controls over what gets automated
Complete audit trail for compliance
Escalation packages with full investigation context

How It Works

Connect your ServiceNow instance

API credentials setup in under 5 minutes. No middleware required.

Define which incident categories to automate

Map ServiceNow categories to L1 issue types GenticFlow handles.

AI classifies, investigates, and resolves L1 incidents

Tickets are triaged by issue type. Supported types are resolved automatically. Escalations include full diagnostics.

Resolution syncs back to ServiceNow

Work notes, resolution details, and status updates in your ITSM.

Not just triage. Actual resolution.

Other AI tools classify and route your ServiceNow tickets. GenticFlow investigates them, executes fixes on endpoints through your RMM, and writes the resolution back to ServiceNow. Real fixes, not suggestions.