More frequent ticket status updates for the ServiceNow Tickets Copilot connector
[Web]
The ServiceNow Tickets Copilot connector updates ticket status more frequently by ingesting both active and inactive tickets.
Roadmap ID:
505437
Details:
What changed:
The ServiceNow Tickets Copilot connector now ingests both active and inactive tickets by default, improving how often ticket status changes appear in Copilot responses. Admins can also edit the data query filter to include inactive tickets for existing connections.
Why:
Inactive tickets were not previously ingested, which could lead to outdated ticket status information in Copilot responses.
Try this:
Review the query filter for existing ServiceNow Tickets connections.
Update the filter to include both active and inactive tickets if needed.
Communicate the change to your ServiceNow stakeholders and Copilot users.
Why this matters:
Business impact:
Improves the quality of Copilot responses that reference ServiceNow tickets by keeping ticket status information current.
Personal impact:
Reduces confusion by showing more up-to-date ticket statuses in Copilot answers.
Additional Resources:
Learn:
Manage indexed properties