ServiceNow to OpenAI Integration

Server-Side Components/Business Rules/openAI/README.md

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+# ServiceNow ↔ OpenAI ChatGPT Integration  
+**Connect ServiceNow with ChatGPT using REST Message and Business Rule**
+
+---
+
+## Overview
+This project demonstrates how to integrate **ServiceNow** directly with **OpenAI’s ChatGPT** platform using only native features - 
+no Scripted REST APIs, no IntegrationHub, and no plugins required.  
+
+The integration leverages:
+- A **REST Message** (calling OpenAI’s API endpoint)  
+- A **Business Rule** (triggering automatically on record updates)  
+
+Once configured, ServiceNow can send ticket details (like short descriptions or work notes) to ChatGPT  
+and store AI-generated responses back in the record — such as incident summaries, resolution hints, or category suggestions.
+
+---
+
+## Key Highlights
+
+100% Native - Uses **RESTMessageV2** and **Business Rule** only  
+Generates AI-based summaries, causes, or recommendations  
+Works with **GPT-3.5-Turbo**, **GPT-4-Turbo**, or **GPT-4o-Mini** models  
+Real-time execution after record creation or update  
+No external plugin dependencies  
+
+---
+
+## Use Case Example
+Whenever a new **Incident** is created or updated, ServiceNow automatically:
+1. Sends the incident’s short description and work notes to **ChatGPT**.  
+2. Receives an AI-generated summary or root cause statement.  
+3. Saves the response in a custom field (`u_ai_summary`).  
+
+This automation reduces manual summarization and speeds up triage.
+
+---
+
+## Prerequisites
+
+| Requirement | Description |
+|--------------|-------------|
+| **OpenAI API Key** | Obtain from [https://platform.openai.com](https://platform.openai.com) |
+| **Model** | Any `gpt-4o-mini`, `gpt-4-turbo`, or `gpt-3.5-turbo` |
+| **ServiceNow Role** | admin / developer |
+| **Custom Field** | Add a field `u_ai_summary` (String or HTML) on `incident` table |
+
+---
+
+## Step 1 — Create REST Message
+
+**Name:** `OpenAI ChatGPT`  
+**Endpoint:** `https://api.openai.com/v1/chat/completions`  
+**HTTP Method:** `POST`
+
+### Headers
+| Name | Value |
+|------|--------|
+| Content-Type | application/json |
+| Authorization | Bearer `YOUR_OPENAI_API_KEY` |
+
+### Request Body
+```json
+{
+  "model": "gpt-4o-mini",
+  "messages": [
+    { "role": "system", "content": "You are a helpful ITSM assistant." },
+    { "role": "user", "content": "${prompt}" }
+  ]
+}
+## — Create Business Rule
+
+Table: incident
+When: after insert or after update
+Condition: short_description changes OR work_notes changes
+
+Example Input (Incident Data)
+| Field             | Value                                                  |
+| ----------------- | ------------------------------------------------------ |
+| Short Description | VPN not connecting for remote users                    |
+| Work Notes        | User reports frequent disconnections during peak hours |
+
+Example Response (from ChatGPT)
+{
+  "choices": [
+    {
+      "message": {
+        "content": "Remote employees are unable to connect to the VPN consistently, possibly due to gateway timeout or bandwidth issues."
+      }
+    }
+  ]
+}

Server-Side Components/Business Rules/openAI/chatGpt.js

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+/* Secnario :
+Whenever a record (for example, an Incident) is created or updated,
+ServiceNow will automatically send a text prompt (like short description or work notes)
+to OpenAI ChatGPT API, get the response, and save it back to a field (like u_ai_summary)*/
+
+-----
+//Business Rule Script (After Insert)
+    try {
+        // Build the prompt dynamically from the record
+        var userPrompt = "Summarize this issue in one sentence: " + current.short_description;
+        if (!userPrompt) return;
+
+        // Prepare REST Message
+        var rest = new sn_ws.RESTMessageV2('OpenAI ChatGPT', 'POST'); // name & method
+        rest.setStringParameter('prompt', userPrompt); // replaces ${prompt} in body
+
+        // Execute API call
+        var response = rest.execute();
+        var responseBody = response.getBody();
+        var status = response.getStatusCode();
+
+        if (status != 200) {
+            gs.error("OpenAI API error: " + responseBody);
+            return;
+        }
+
+        // Parse and store response
+        var data = new global.JSON().decode(responseBody);
+        var aiResponse = data.choices[0].message.content;
+
+        // Save to custom field (u_ai_summary)
+        current.u_ai_summary = aiResponse;
+        current.update();
+
+        gs.info("AI Summary added for incident: " + current.number);
+
+    } catch (e) {
+        gs.error("Error calling OpenAI ChatGPT: " + e.message);
+    }
+
+