Astreya Attachments Summarizer Now on ServiceNow Store

It’s 9:14 AM. You haven’t had your coffee yet.

A ticket comes in:

“The site’s down. Plz fix ASAP.”

There’s a log file attached.

And a blurry screenshot of… something. Maybe a 404. Maybe their desktop background. 

If you’ve ever muttered, “Why me?” while opening a ticket, this solution is for you.

Meet Attachment Summarizer. Your new AI-powered sidekick that lives inside ServiceNow. It reads attachments (so you don’t have to), finds the actual IT issue, summarizes it for you, and even suggests how to fix it.

What Is Attachment Summarizer (And Why Should You Care)?

It’s an AI agent you can grab free from the ServiceNow Store. Here’s what it does:

• Reads log files and screenshots your users attach with their vague “help, pls” tickets
• Summarizes them right inside your chat
• Adds that summary to the internal work notes
• Searches your company’s knowledge base for resolution steps

You can talk instead of type. Whether it’s for accessibility or just because your fingers are on strike, it’s up to you. 

Old Way vs. New Approach to IT Ticket Attachments

Without Attachment Summarizer:

1. Open the ticket.
2. Download five mystery attachments.
3. Open log file in Notepad++.
4. Scroll for keywords. See none.
5. Slam laptop.

With Attachment Summarizer:

1. Type “Summarize attachments on this record” in chat.
2. Sit back.
3. Watch the AI work its magic.

The AI reads, understands, and gives you a digestible summary. And it even finds help docs so you don’t have to click 20 tabs deep into the knowledge base rabbit hole.

Further reading: Enterprise AI Implementation Tips: How to Cut Through AI Hype

How Attachments Summarizer Works (Step-by-Step)

Step 1: Open the Incident

Let’s say the ticket says, “Website not working.” (Shocker.)

There’s a log file. There’s a screenshot. 

Cool. We’ve been here before.

Step 2: Chat with Now Assist

In ServiceNow’s chat window, just type:

“Summarize attachments on this record.”

You didn’t summon a genie, but close. The system kicks off a process to find the right AI agent for the job.

Step 3: AI Agent Match-Making 

Behind the scenes, ServiceNow’s AI brain figures out which agent should take this one. It’s Attachment Summarizer.

It picks the best-fit agent in the background and chooses the agent that’s best suited to understand logs.

Step 4: The AI Reads the Attachments So You Don’t Have To

Now comes the good part. The AI dives into the log files, screenshots, PDFs—whatever’s attached—and gives you a summary. 

Example: “SPCA Telephony Service is down due to failure in iService startup.”

No more scrolling through error lines that say “NULL” for 18 pages.

Step 5: Want to Log That? Just Type Yes.

The AI asks:

“Would you like to add this to your work notes?”

You enter yes. It logs everything for future you. Or when your boss asks what you did today, and you want to point to detailed notes. 

Step 6: Auto-Finds Knowledge Articles for You

But wait, Attachments Summarizer is not done yet. 

It scours your ServiceNow knowledge base and recommends articles or steps that might fix the issue.

It’s like it Googled it for you, but smarter, and without the 47 Stack Overflow tabs.

Step 7: Use Your Voice (Optional But Cool)

You can even speak your prompt:

“Summarize attachments on this record.”

The mic picks it up, converts it to text, and the Attachment Summarizer AI agent handles it from there.

Perfect for when your hands are busy. 

What You’re Saving with Attachments Summarizer 

Here’s how the math adds up:

Multiply that by 30+ tickets a day, and yeah…you’re getting more than your lunch break back.

Further reading: Dark Data: The Hidden Driver Behind AI and Automation Success

Is It Safe?

Attachment Summarizer:

Your data stays where it belongs, in your instance.

• Runs inside ServiceNow
• Follows your org’s data rules
• Doesn’t leak anything to ChatGPT, OpenAI, or anyone you don’t want to

Further reading: GenAI in IT Operations: From Firefighting to Intelligent Automation

AI-Powered IT Support

Across the globe, companies are reaping the benefits from AI-powered IT support. Our Enterprise AI team, Service Desk practice, and our new ServiceNow agents offer AI, Gen AI, and workflow tools that reduce manual tasks, lower costs, and unlock greater value. Our customers are seeing results in a number of ways…

• 375K users supported
• 1.5M tickets handled annually
• 99.7% SLA attainment
• 99+% customer satisfaction score
• 71% first-contact resolution rate
• 74% improvement in resolution Time
• 42% lower IT support costs

Further reading: Service Desk Transformation to Drive Efficiency and Slash Costs

Attachments Summarizer Features On The Horizon 

• Update knowledge articles straight from chat
• Enhanced UI for accessibility 

Where to Get It

You can download Attachment Summarizer for free from the ServiceNow Store.

You can also:👉 Contact us to take the AI Automation Readiness, Maturity & Coverage Assessment to see how automation-ready your org really is

Ready to streamline IT operations and tackle rising costs? Explore our ServiceNow solutions.