ServiceNow with Call0Fault reported by phone. Incident created.

The agent is the first line of your service desk: it takes the report and raises the incident in ServiceNow.

Start without an account.

What your agent does during the call

Raise an incident
A one-line short description and a detailed description with everything the caller reported.

CallerAt the citizens’ office the case management application has not opened for half an hour.
Call0I’m noting that now. Is only your workstation affected?
CallerNo, all four counters.
Call0Do you see a message, or does the application load endlessly?
CallerIt loads endlessly.
Call0I’ve reported the fault: case management application at the citizens’ office not loading, four counters affected, for about thirty minutes. Who should we ask for if there are questions?

Incident in ServiceNow · Scope and duration captured

Open “Integrations” in the agent and search for ServiceNow.
Authorise access with a ServiceNow account that may create incidents.
With Agent0 you record which follow-up questions belong to a fault report: site, number of people affected, since when.

At the end of setup you choose which actions your agent may use.

ServiceNow sets category, priority and assignment group through your rules.
No access to the configuration database and no information on open incidents.
The agent changes nothing on systems and passes on no credentials. It does not unlock a locked account either.

Who is entered as the reporter of the incident?

The incident is created through the connected account. The caller’s name and callback number are in the description.

Can the agent recognise major incidents?

It recognises what you describe, for example “more than one site”, and then follows your rule: transfer the call or flag it as urgent.

Is this meant for public authorities and larger organisations?

For everyone who uses ServiceNow as a service desk. The integration itself does one thing: it creates the incident.

Enter your website and let it call you.