AI-powered ServiceNow chat triage with GPT-4 — Incident & request router
Needs changesNeeds changes. This template uses 1 thing(s) that n8n 3.0 removes: SerpApi (Google Search). 1 breaking item(s) found. Static check, last run 2026-10-19.
What this workflow does
This AI workflow has 11 nodes and runs when a chat message arrives. Along the way it connects OpenAI Chat Model, ServiceNow and SerpApi (Google Search). It also calls dev353652.service-now.com over HTTP.
How it runs
Trigger: When a chat message arrives.
- Text Classifier: classifies text into categories with AI, with model: OpenAI Chat Model
- Create an incident (ServiceNow): create (incident)
- HTTP Request: calls dev353652.service-now.com (POST)
- AI Agent: runs an AI agent, with model: OpenAI Chat Model; 1 tool (SerpAPI); memory: Simple Memory
- Summarization Chain: summarizes text with AI, with model: OpenAI Chat Model
Services it uses
HTTP calls to: dev353652.service-now.com
Before you upgrade to n8n 3.0
1 thing in this workflow is removed in n8n 3.0. Fix it before you upgrade:
- SerpApi (Google Search) in SerpAPI: no direct replacement: call the SerpApi REST API with an HTTP Request tool, or use a verified community node.
| Removed in 3.0 | Replace with |
|---|---|
| SerpApi (Google Search) SerpAPI | No direct replacement: call the SerpApi REST API with an HTTP Request tool, or use a verified community node |
Nodes used (9)
- Chat Trigger
@n8n/n8n-nodes-langchain.chatTrigger - OpenAI Chat Model
@n8n/n8n-nodes-langchain.lmChatOpenAi - Text Classifier
@n8n/n8n-nodes-langchain.textClassifier - AI Agent
@n8n/n8n-nodes-langchain.agent - Simple Memory
@n8n/n8n-nodes-langchain.memoryBufferWindow - Summarization Chain
@n8n/n8n-nodes-langchain.chainSummarization - HTTP Request
n8n-nodes-base.httpRequest - ServiceNow
n8n-nodes-base.serviceNow - SerpApi (Google Search)
@n8n/n8n-nodes-langchain.toolSerpApi
From the author
Short description Automatically triage incoming chat messages into Incidents, Service Requests, or Other using an LLM-powered classifier; create Incidents in ServiceNow, submit Service Catalog requests (HTTP), and route everything else to an AI Agent with web…