Celigo offers a range of AI tools to help you build, optimize, and troubleshoot integrations throughout their lifecycle. These tools accelerate development by automating tasks, generating scripts, and providing intelligent recommendations.

In this article, we’ll explore how these AI assistants enhance efficiency, reduce manual effort, and optimize automation workflows. We’ll highlight key features and demonstrate when and how to use them.

Use case

We’ll use an ITSM use case to demonstrate how Celigo’s AI assistants—Celigo GPT, Script AI Assistant, and Handlebar AI Assistant—streamline integration development and troubleshooting. However, these tools are applicable to any automation scenario.

Let’s suppose we’re the internal support lead in our organization. We are building a flow that transfers support ticket information from ServiceNow to a spreadsheet. This flow aims to provide a clear and immediate overall picture of support within their organization without entering ServiceNow. This also provides a helpful workaround when ticket information needs to be shared across teams to which ServiceNow licenses are not provided.

Here is the resulting spreadsheet we get from running the flow so far:

The flow is working, but the result is not ideal. We’ve identified a few features that would improve this integration:

• Flow configuration: From the start, we’re only receiving the internal IDs for fields that show who the ticket was assigned to and who opened the ticket. This is not particularly useful. We can use a lookup step to find the actual names of these individuals, but there may be a faster, easier way to get these results.
• Date field transformation: Transforming the date field to something more immediately readable would make this spreadsheet more readily understood. This could be done with a JavaScript transformation, though we’re somewhat unfamiliar with the syntax needed to write the relevant script.
• Advanced mapping: We could map a Hyperlink function into our spreadsheet to make cells clickable. With this feature, we could immediately go from this spreadsheet to the ticket or employee of our choice for deeper detail or record modification in ServiceNow. However, this involves some difficult construction with handlebar expressions, especially for the ticket assignee, a field which is sometimes empty if nobody has been assigned to the ticket yet.

We will start by trying to get names in addition to IDs. With both, we can display the names of individuals (rather than their internal IDs) and construct hyperlinks using those names.

Celigo GPT

We need more descriptive data for our spreadsheet than the internal id of records associated with tickets, like who opened the ticket, and who is assigned to the ticket. The ServiceNow step might be able to give us links if it is configured to do so.

We could dive into ServiceNow API documentation to understand some of the more low-level details, but an AI assistant could save us a lot of time here.

In this case, Celigo’s custom GPT is the AI assistant best suited for this task. This custom-built GPT is trained to understand all things Celigo, making it particularly helpful for troubleshooting issues related to configuring flow steps for the wide range of connectors Celigo’s integration platform supports.

We’ll present our problem to Celigo GPT and see if we can make any changes to our flow to get links for ServiceNow records.

Providing an explanation of my goal (and, optionally, a screenshot) will give the AI what it needs to help troubleshoot your issue. Immediately, the AI assistant honed in on the query parameters.

It appears that by setting the ‘sysparm_display_value’ parameter to “all” we can get both the id and display name of records associated with tickets, like who the ticket is assigned to and who opened the ticket.

With some minor mapping changes, we can now display the names of records in our spreadsheet rather than the ids. By keeping the ids in the flow in addition to the name, we can construct hyperlinks on these names with some handlebar functions.

Before moving on to this hyperlink construction step, let’s put the date in a more readable form.

Script AI Assistant

To alter the data coming from the ServiceNow export, we’ll add a transformation to the first step of the flow. We can use handlebars here or a script. We’ll use a script to change the field ‘opened at’ to a more readable date format.

Once we’ve named and saved our script, we can edit it. By clicking the AI icon in the bottom right, we can use a special AI assistant whose goal is to write a script for us based on our description.

This AI will not only reference our prompt and current script but will also consider the ‘function input,’ which is the data in your flow up until this point. This means we can directly reference the data our flow uses in our prompt.

We can broadly explain what we want the script to do; the AI can largely infer the purpose of the data, though it helps to reference fields specifically and give examples of the output you would like.

Immediately, the AI helper generates a script that we can test for functionality. 

The AI assistant ensures best practices are used in the script. The code generated ensures the data being transformed is in the record present before it attempts to alter it. This also helps with error management in the future, where the field being referenced might not be present for some records.

That was easy! Now, let’s fix our mapping. We will create hyperlinks in our spreadsheet using the id of records like the employee responsible for managing the ticket, the individual who opened the ticket, and the ticket itself.

Handlebar AI Assistant

We need to create hyperlinks on records like who the ticket was assigned to, who opened the ticket, and the ticket itself. These links will allow us to immediately enter ServiceNow from the spreadsheet to dive deeper into detail or modify details related to the ticket. 

Links to incidents/tickets in ServiceNow follow this format:

https://{{your-instance-name}}.service-now.com/incident.do?sys_id={{sys_id.value}}

Links to users, like the ticket opener or assignee, follow this format:

https://{{your-instance-name}}.service-now.com/sys_user.do?sys_id={{assigned_to.value}}

Links in Sheets can be made using the “Hyperlink” function in the format:

=HYPERLINK(“{{link}}”, “{{text}}”) 

We’ll have to use handlebar mapping to build these hyperlink functions in our spreadsheet. Handlebars will allow to reference multiple fields and inject other text around these fields.

We can also use handlebar helpers to add dynamic decision-making logic to our mapping.

For example, while all incidents have internal ids and have someone responsible for opening the ticket, some tickets may not be assigned yet to someone on the support team. We can use handlebar helpers to display “UNASSIGNED” if the ticket has no assignee.

So, let’s take the ‘assigned_to’ field for example.

For this field, we want to create a multi-field mapping that will create a hyperlink of the form =HYPERLINK(“https://{{your-instance-name}}.service-now.com/sys_user.do?sys_id={{assigned_to.value}}”, “{{assigned_to.display_value}}”). But we only want to map that over when there’s someone assigned to the ticket (the record isn’t empty).

With our goal in mind, let’s explain what we want with Celigo’s AI handlebar helper.

Just like Celigo AI helped with the script, we can ask the AI to create our desired handlebar expression. The AI will be aware of the fields accessible to it, so feel free to reference those in your prompt.

We’ll test out our expression with the preview button. Once we’re sure it works, we can move on and use the AI to create hyperlinks for the incident to the “Ticket” column and the user who opened the ticket to the “Opened By” column.

Our flow is complete! Here is the finished result of a final run.

Simply using AI assistants, a spreadsheet of difficult-to-parse dates and IDs has not only been made readable but now features a collection of hyperlinks that tie this sheet immediately to its source of truth, ServiceNow. 

When you’re having issues with a connection or the connector itself, Celigo GPT can be a great tool to diagnose your problem. When you’re having trouble creating a script, transformation, or handlebar expression, Celigo’s internal AI assistants can get you there. 

Celigo’s AI assistants can not only bridge technical knowledge gaps but also greatly accelerate integration development.