CorrelateIQ is an Now assist agentic workflow for ServiceNow that aims to assist the ITSM engineers in intelligent analysis and troubleshooting of multiple complex attachment of multiple record types. It helps the engineers by providing cross attachment correlation and an integrated overview to the ticket reducing the overall mean resolution time for the ticket and improving engineer productivity.

1. Ticket View Enhancement (Card View): Provides a contextual Card view that consolidates key information:

- Ticket description

- Attachment-wise summary

- Work note summary

- Attachment relevance—can handle multiple record types (configurable)

2. Intelligent Troubleshooting Insights: Automates complex analysis to provide:

- Relevancy/Irrelevancy assessment of attachments

- Issue’s Initial Diagnosis (for Incident and Problem tickets)

- Recommended resolution steps (for Incident and Problem tickets)

- Ticket-to-attachments correlation

3. Configurable AI Outputs: Allows for customization of the Card view and various AI-generated outputs to fit different workflow needs.

4. Multi-Record Type Support: Processes attachments for various record types including Requested Items, Request, Change requests, Knowledge, Incidents, and Problem Records.

5. Multi-Format Attachment Support - Supports a wide range of file types including PDFs, TXT, and image files.

6. Real-Time Processing - Summarizes and recommends in near real-time, enabling agents to act quickly and efficiently.