Dashboard
Real-time intelligence from your ServiceNow ticket data
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Total Tickets
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Incidents
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Service Requests
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Problems
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Open / In Progress
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SLA Breached
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SOPs Generated
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Avg Resolution Days
Ticket Volume Over Time
By Type
By Priority
By Category (Top 8)
Top Applications by Volume
Top Recurring Issues
🔄
Upload reports to detect patterns
📁
Drop ServiceNow Export Here
Supports .xlsx, .xls, .csv, .tsv — any column layout, any delimiter
Auto-detects all fields and learns from every row
Ingestion Log
Awaiting upload...
Upload History
📂
No reports uploaded yet
🔍
📋
No SOPs Generated Yet
Upload ticket reports — when 2+ similar incidents are detected,
an SOP with ordered steps is auto-generated. Or click + Create SOP.
🩺 Triage Assistant — resolve a specific incident
SNOW Intelligence — Triage
This is your incident triage desk. Bring me a specific ticket or problem and I'll diagnose it against your data: I'll ask targeted questions, pull up similar past tickets and how they were resolved, recommend the owning team, and let you turn the resolution into an SOP in one click.

Paste a ticket number or describe the incident to begin. To triage an existing ticket, open it from All Tickets or Smart Search and click 🩺 Triage This.
Common Incident Types
SailPoint Aggregation Okta MFA AD Lockout App Down Performance K8s Pod DB Issues SSL/Cert Network Security
Knowledge & Similar Tickets
Start a triage to see similar tickets and matched SOPs
Try asking…
Rule-based mode
Type: Priority:
Top Applications by Incidents
Top Categories
Most Active Teams / Groups
Resolution Metrics
Detected Patterns & SOPs
Hourly Ticket Distribution
Day-of-Week Trend
📈
Leadership Desk — Executive Briefing
Auto-refreshes every hour · Last updated: —
🧭 Executive Summary — The SME's Read for Leadership
⚠️ Risk Signals & What Needs Attention
📌 Recommended Actions
Ticket Inflow — Last 24 Hours (hourly)
Open vs Resolved Trend (daily)
🔥 Top Demand Drivers (by category)
👥 Team Load & Backlog
⏱️ Hourly Operational Snapshot (auto-log)
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Type: Status: Priority:
SLA Status: Priority:
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SLA Breached
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At Risk (75%+)
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On Track
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P1 Open
Open Tickets — SLA Aging
TicketTypeSummaryPriorityAge (hrs)SLA LimitUsed %SLA StatusGroup
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Type:
Sort: Click any entry to see its tickets
Accumulated Knowledge Index
🤖 LLM Provider Configuration

Configure an AI provider to enhance the SME Chat with live AI responses. When configured, the rule engine still runs first; AI is layered on top for richer, context-aware answers. Your keys are stored in browser localStorage only — never sent anywhere except the provider endpoint.

📋 How AI Enhances SME Chat
STEP 1Rule engine runs first — detects domain, severity, and user level from your message. This is instant and works offline.
STEP 2Domain knowledge + your ticket/SOP context is packaged into a system prompt and sent to the LLM with your message.
STEP 3The LLM responds as the activated specialist, grounded in your data. Rule-based context appears alongside.
FALLBACKIf no provider is configured or the call fails, the tool falls back gracefully to full offline rule-based mode.
🔒 Security Notes
• Keys stored in localStorage — stay in your browser, never synced or logged by this tool
• For Bedrock (IAM User Keys): SigV4 signing is performed locally using the browser's native SubtleCrypto API — no third-party signing library required
• For Bedrock (IAM Role): no long-lived keys stored — credentials are fetched from your endpoint on demand and cached in-memory for the session only
• IAM Role auto-refresh checks expiry before every call and refreshes if within 5 minutes — zero manual re-paste needed
• For shared/team deployments: each user configures their own credentials in their own browser — keys are never shared via the Team Pack
• Corporate best practice: use IAM Role mode backed by an STS AssumeRole proxy or EC2/ECS instance credentials — avoids embedding long-lived keys entirely
🧩 Custom SME Domain Upload

Extend the SME Chat with your own domain knowledge. Upload a JSON file or Excel workbook following the schema below. Custom domains are merged with the built-in 16 specialists and persist in IndexedDB.

No custom domains loaded yet
📐 Domain Schema Reference
{
  "id": "my_domain",
  "label": "My Domain SME",
  "icon": "🔧",
  "color": "#3B6FD4",
  "tagline": "One-line description",
  "triggers": ["keyword1","keyword2"],
  "severityRules": [
    {"level":"critical","signals":["down","failed"],"mode":"Fix immediately."},
    {"level":"standard","signals":["slow","error"],"mode":"Ask 2-3 questions."}
  ],
  "playbooks": {
    "my_issue": {
      "label": "🔧 My Issue Type",
      "triggers": ["keyword"],
      "steps": {
        "phase1": ["Step 1 text","Step 2 text"],
        "phase2": ["Step 3 text"]
      }
    }
  },
  "verifySteps": ["Verify step 1","Verify step 2"],
  "navRef": [["Action","How to do it"]]
}
For Excel: each row is one playbook step. Columns: domain_id, domain_label, icon, color, tagline, trigger_keywords, playbook_id, playbook_label, step_phase, step_text, verify_step
🎓 DEMO
Step 1 of 10
Walkthrough
Interactive Walkthrough
Meet SNOW Intelligence v5
A fully offline ITSM knowledge tool that learns from your ServiceNow data. No internet, no login, no server — everything runs in this single HTML file.
💡
How this demo works: You're a Travelers delivery engineer. Each step walks through one section with a mock preview and explains what to do in the real tool. Takes about 5 minutes — or jump to any step in the sidebar. Arrow keys also navigate.
What this tool does
📥

Ingests your data

Upload any ServiceNow export — CSV, Excel, or text. Auto-detects columns, de-duplicates, and learns from every row.

🩺

Triages incidents

Describe a live problem. Triage asks targeted questions, finds similar resolved tickets, and offers a specialist SME in one click.

🧠

16 specialist SMEs

Okta, SailPoint, Kubernetes, AWS, DevOps, Java, Node.js and more — each asks domain-specific questions with a data checkpoint mid-way.

📋

Auto-generates SOPs

Clusters resolved tickets into runbooks. Edit, export as Word (.docx), and share via a connected OneDrive/SharePoint folder.

✨
New in this version: 🧠 Ask SME button in Triage (skip directly to specialist), checkpoint card at question 3 showing your SOP steps and similar resolved tickets, P1–P4 priority filter on tickets, Java/JVM knowledge base, improved quick-reply buttons.
Welcome to SNOW Intelligence v5
Step 1 · Ingest Reports
Upload your ServiceNow data
Drag and drop any ServiceNow export. The tool auto-detects your column headers — number, short_description, resolution_notes, state, priority — even with different spellings.
📥 Ingest Reports
📂
Drop your ServiceNow export here
CSV · Excel (.xlsx) · Tab-separated · Plain text
Choose File
✓ TRV_Incidents_Q1_2025.xlsx — loaded
3,000
tickets
14
columns detected
23
SOPs generated
0
duplicates
📂
Shared folder sync: Connect a OneDrive or SharePoint folder and the tool polls every 5 seconds for updates from teammates. No server required.
💡
After loading, SOPs are auto-generated from resolved ticket patterns immediately. You can also click Load Sample Data to try it with built-in demo tickets.
Upload CSV, Excel, or text exports
Step 2 · Dashboard
Understand your ticket landscape
Live KPIs, trends, and breakdowns from your uploaded data. Click any stat card to jump to the relevant view.
📊 Dashboard
3,000
Total Tickets
412
Open
7
SLA Breached
23
SOPs Generated
BY PRIORITY
P1 Critical
43
P2 High
201
P3 Medium
1,834
P4 Low
922
TOP CATEGORIES
Identity
312
DevOps
198
Cloud
147
Platform
98
💡
Click any KPI card to jump straight to the relevant view. The charts auto-update whenever you load new ticket data.
Live KPIs and breakdowns from your data
Step 3 · Smart Search
Ask anything — tickets, knowledge, SOPs
Type a question or keyword. Smart Search looks across your tickets, built-in domain knowledge, and your SOPs simultaneously.
🔍 Smart Search
okta mfa push not working
Search
💡 KNOWLEDGE RESULT
Okta — Authentication & MFA Issues
Okta MFA push failures have three common causes: (1) Okta Verify not enrolled on the current device, (2) battery optimisation blocking push on Android, (3) firewall blocking port 5223 to Apple APNS. Check the Okta System Log first — it records every auth event per user with timestamps and error codes.
🎫 MATCHING TICKETS (2)
INC0041822CLOSED
Okta MFA push not received — London office users
✓ Firewall blocking port 5223 to Apple APNS. Network team opened rule.
INC0038911CLOSED
MFA push not arriving — Android battery saver mode
✓ Set Okta Verify to unrestricted battery mode on Android.
💡
Conceptual questions ("what is okta mfa") get knowledge base answers. Incident questions ("okta mfa not working") get both knowledge and matching tickets. Autocomplete suggests ticket numbers and topics as you type.
Search across tickets, knowledge, and SOPs at once
Step 4 · Triage Assistant
Diagnose a live incident NEW
Describe the problem and click Triage, or type your domain and click 🧠 Ask SME to skip the Q&A and jump straight to a specialist. Try the mock conversation below.
✨
New: 🧠 Ask SME button — next to the Triage button. Type a symptom or domain name (okta, devops, aws…) and click it to jump directly to the matching specialist without going through triage Q&A.
🩺 Triage Assistant — interactive mock
SNOW Intelligence — Triage
Got it — this sounds like an Okta authentication / MFA issue. I'll ask 2–3 targeted questions to pinpoint the cause.
QUESTION 1
Is this affecting just one user, or multiple users across the organisation?
SELECT:
💡
After triage delivers its answer, a "💡 Specialist Available" card appears automatically when a domain is detected. Clicking it passes the full context to the SME — no need to re-describe the problem.
Click the quick-reply buttons above to try it
Step 5 · SME Assistant
Deep-dive with a specialist UPDATED
16 domain specialists. Each asks targeted questions, shows your ticket data patterns inline, then pauses at question 3 with a checkpoint — letting you check existing SOPs and resolved tickets before going further.
⏸
New checkpoint at question 3: The SME pauses and shows your matching SOP steps and similar resolved tickets directly in the chat. You can say "Solved!" to close, or "Keep diagnosing" to continue.
Okta Specialist — interactive conversation
🧠 SME Assistant — Okta Specialist
🔐 Okta SME KNOWLEDGE ENGINE
🟢 STANDARD severity — I can see 47 similar tickets in your data (81% resolved, avg 1.2 days). Most handled by TRV-Security Ops.

Your top resolution pattern: "Removed Okta Verify factor. User re-enrolled. Push confirmed." (22 tickets)

📊 WHAT YOUR DATA SHOWS
Top resolution patterns from 47 similar tickets:
22×Removed Okta Verify factor. User re-enrolled on next login.
11×Battery optimisation blocking push on Android. Set Okta Verify to unrestricted mode.
9×Port 5223 blocked to Apple APNS. Firewall rule opened.
Similar tickets:
INC0041822Okta MFA push not received — London officeClosed
INC0038911MFA push not arriving — Android battery saverClosed
📋
Okta MFA Push Not Received
23 tickets · 4 steps · click to view
VIEW SOP →
Let me ask a few targeted questions to narrow the root cause.
QUESTION 1
Is this affecting just one user, or are multiple users impacted?
QUICK REPLY:
💡
There are 16 specialists: Okta, SailPoint ISC, SailPoint IIQ, DevOps, AWS, UCD, EKS, Kubernetes, CloudBees, GitHub Actions, Java, Node.js, .NET, Python, SharePoint, Teams. Each asks domain-specific diagnostic questions drawn from your ticket data.
Try the conversation — click quick-reply buttons
Step 6 · SOPs
Auto-generated runbooks, fully editable
SOPs are clustered automatically from resolved tickets when you upload data. Edit any step, export as Word (.docx), and create new SOPs directly from triage sessions.
📋 SOPs & Knowledge
Search SOPs…
📋
Okta MFA Push Not Received
Identity · Okta · 23 tickets · 4 steps
📋
SailPoint ISC VA Aggregation Recovery
IAM · SailPoint ISC · 18 tickets · 5 steps
📋
Jenkins Pipeline Build Failure — Maven
DevOps · Jenkins · 11 tickets · 4 steps
💡
After any triage session, click ➕ Create SOP from This to turn the resolution steps into a named runbook. Export as .docx opens a proper Word document.
Auto-generated runbooks from your resolved tickets
Step 7 · Tickets & Insights
Browse, filter, and analyse tickets NEW
Filter by Type, Status, and Priority (P1–P4). Select multiple tickets and run group AI Insight. Click any row to open full detail with Triage and SOP buttons.
🎫 All Tickets
Status: All Open Closed Priority: P1 P2 P3 P4 🧠 AI Insight (3)
☐ NUMBER DESCRIPTION PRI STATUS
☑ INC0041822 Okta MFA push not received — London office users P2 Closed
☐ INC0041890 SailPoint ISC aggregation failing — AD source P1 Open
☐ INC0041755 Jenkins pipeline failing — missing Maven dependency P3 Closed
💡
Click any ticket row to open full detail — including resolution notes, SLA status, related SOP, and one-click 🩺 Triage This and 🧠 AI Insight buttons. Select multiple with the checkbox to run group pattern analysis.
Filter by P1–P4, select tickets, run group AI Insight
Step 8 · Knowledge Base & Analytics
Expert knowledge and analytics
The Knowledge Base covers 32 topics with 130+ expert facets — Okta, SailPoint, Kubernetes, AWS, Java, DevOps and more. Insights shows patterns, recurring issues, and leadership metrics.
📚 Knowledge Base
Okta SailPoint Kubernetes AWS Java +27 more
Okta — subtopics
MFA push failures SAML SSO Account lockout System Log
📈 Insights
RECURRING ISSUES
Okta MFA failures47×
SailPoint aggregation23×
Jenkins build failures18×
Avg resolution: 1.8 days · SLA: 94%
📊
Leadership Desk generates an executive briefing with trend signals, demand drivers, and risk indicators — exportable to HTML. SLA Aging shows open tickets against P1/P2/P3/P4 thresholds in days and hours.
32 topics, 130+ expert facets, analytics and leadership views
🚀
You're ready to use SNOW Intelligence v5
Upload your ServiceNow export from Ingest Reports and start diagnosing. Everything runs offline — no login, no server, no internet.
16
Specialist SMEs
44
Diagnostic Qs
130+
Knowledge facets
What to use when
🔍 What is this error?
→ Smart Search — type the symptom or ticket number
🩺 Live P1/P2 incident
→ Triage → type symptom → 🧠 Ask SME for specialist
🧠 Know the domain
→ SME Assistant → pick specialist → follow checkpoint
📋 Document the fix
→ After triage → Create SOP → edit → export Word
Demo complete — click Open Dashboard to start
📋
Create SOP