The moment it happens

Turn bug reports into ServiceNow incidents

Each report your bug tool sends becomes an incident with the description, page URL and browser details.

Runs: The moment it happens
Apps: ServiceNow
AI: Not needed
Access: write incident

Send this to your assistant

Create a ClickRuntime automation: give me a link our bug reporting tool can post to. For each report, create a ServiceNow incident with the description, the page URL and the browser and OS.

Paste it into your assistant. It tells you what it will send or change before it runs live.

Add to ChatGPT Add to Claude

First time? Adding ClickRuntime to your assistant takes about two minutes.

Why use it

Why teams use this automation

Bug reports reach a company by many routes: a form on the website, a message from a field engineer, a note from a partner, an email forwarded by sales. Someone on the IT or support team then retypes each one into ServiceNow, leaving out the browser version, the steps to reproduce or the reporter's contact details because they were buried in the original text. Reports wait in an inbox over a weekend, and when an engineer finally gets the incident, the first task is asking the reporter for everything that was already sent.

When a report is posted to the link, the automation receives it, maps the fields to the right incident columns such as short description, description, caller and urgency, and creates the incident in ServiceNow. It runs the instant the report arrives, so the incident exists before anyone has read the message. IT service desks and product support teams use it to get every report into the queue with its context intact.

What you get out of it

Nothing waits in an inbox
Every report becomes an incident the moment it is submitted, including those that come in on a Saturday. SLA clocks begin when the problem is reported rather than when somebody gets around to typing.
Full context reaches the engineer
Browser, steps, screenshots links and contact details are carried over to the incident fields. Engineers start working on the problem instead of writing back to ask for information the reporter already gave.
Consistent incident records
Fields map the same way every time, so categories, urgency and short descriptions are uniform. Reporting on incident volume by source or type becomes reliable, which retyping by hand never achieves.
Retyping errors disappear
Copying text between systems drops lines, mixes up reporters and misspells error codes. Passing the data directly keeps error messages exact, which matters when engineers search for them in logs.
The service desk saves real hours
A team receiving thirty reports a day would spend close to an hour on data entry. That time goes to diagnosing and resolving incidents, which is what the business actually values.

How it works

What happens, step by step

When your bug reporting tool sends a new report to ClickRuntime, the automation starts straight away.
It picks out the description, the page it happened on, and the browser and operating system.
A ServiceNow incident is created with those details filled in.

Before it runs live

Connect ServiceNow
Paste your automation's link into the other app's webhook settings

What you get

RunsThe moment it happens

Turn bug reports into ServiceNow incidentsjust nowSucceeded

ServiceNow · IncidentINC0041212: Checkout button does nothing Page: https://shop.example.com/cart · Chrome 141 · macOS 15

Build your own

Need it to work differently?

This template is a starting point. Copy the prompt and change it, or describe a different automation from scratch, with your own conditions, more apps or an AI step. Your assistant writes it, tests it and runs it on ClickRuntime.

Your own rules
Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.
Any number of apps
One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.
AI where it helps
Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.
On a schedule or on each event
Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

Changes you can ask for

Act only on the items that match your own rules, and skip the rest
Add an AI step, for example to summarize, sort or draft a reply
Add another app, for example also send it to Slack
Combine it with other ServiceNow steps into one automation

Under the hood

The code that runs this automation

This is the Python script that runs each time the automation starts. Your AI assistant writes it for you when you send the prompt, and you allow each step in your assistant. To change how the automation works, describe the change to your assistant and it updates the script for you. For every function it can use, see the script reference.

create_incidents_from_incoming_bug_reports.pyexample

from clickruntime import on_event, credentials, http

INSTANCE = "northwind"

def snow(method, path, **kw):
    resp = http.request(method, f"https://{INSTANCE}.service-now.com/api/now/{path}",
                        auth=(credentials.secret("SERVICENOW_USER"), credentials.secret("SERVICENOW_PASSWORD")),
                        headers={"Accept": "application/json"}, **kw)
    resp.raise_for_status()
    return resp.json()["result"]

@on_event
def handle(event):
    report = event.json or {}
    inc = snow("POST", "table/incident", json={
        "short_description": (report.get("title") or report.get("description", "Bug report"))[:160],
        "description": f"{report.get('description', '')}\n\nPage: {report.get('url')}\n"
                       f"Browser: {report.get('browser')}\nOS: {report.get('os')}",
        "category": "software", "caller_id": report.get("reporter_email", ""),
    })
    return {"incident": inc["number"]}

FAQ

Common questions

What do I need to send to the link for it to work?

Any system that can post JSON or form fields, such as a web form or a chat tool. The fields it sends are mapped to ServiceNow columns during setup, so the names can be whatever your source uses.

Which ServiceNow role does the account need?

The stored user needs permission to create records in the incident table, for example the itil role or a custom role with create access. If the account lacks it, the failure appears in the run log with the ServiceNow error, so it is quick to diagnose and fix.

Can the incident be assigned to a group automatically?

Yes. The automation can set assignment_group or category based on content in the report, such as a product name. ServiceNow's own assignment rules also run on creation, so either approach, or both, can route the incident.

What permissions does it need?

write incident. Nothing else in your accounts is used.

Does it need AI?

No. It runs without AI, so it doesn't use your plan's AI allowance.

How many runs does it use?

One run for each event the app sends.

Can I change how it works?

Yes. Describe the change to your AI assistant, for example a different schedule, channel or filter. It updates the automation, tests it and tells you what changed.

The moment it happens