Incident management auto-sync

Connects ServiceNow to Google Sheets via API and Apps Script, classifies incidents, and refreshes live dashboards with no analyst input.

Analytics · Stack: ServiceNow, Google Apps Script, Gemini, Data Studio. Outcome: ~10 hrs/week of manual logging eliminated

Overview

A no-touch sync that classifies incidents and keeps live operational dashboards current without any analyst data entry.

The problem

Analysts manually export incidents from ServiceNow, categorise them and update dashboards — hours of repetitive logging every week.

How it works

• Connects ServiceNow to Google Sheets through its API.
• Classifies each incident by type and severity.
• Apps Script refreshes the working dataset on a schedule.
• Live dashboards update with no analyst input.

What it does

• ServiceNow-to-Sheets API sync
• Automatic incident classification
• Scheduled refresh via Apps Script
• Always-current operational dashboards

Architecture

A ServiceNow → Google Apps Script integration with Gemini for classification, surfaced through Data Studio dashboards.

Results

• ~10 hours/week of manual logging eliminated
• Dashboards that are always current
• Consistent incident categorisation