Servicenow, Inc.

Vani Banaji

Chanwook Kim

Adam Wesley Moguel

Shravan Kalsanka Pai

Chinmayee Nagaraju

James Owen

Danny Kibel

Kashyap Ivaturi

Cheng Liu

Christian Challenger-Lee

Gaurav Goyal

Scott Michael Rhodes

Chowie Chunyan Lin

Balaji Cuttackam

Dana Kotler

Philip Casini

Nidhi Srinivas

Chhavi Jain

Sayali Ulhas Dongare

Persistent storage contains a state machine for a request routing process and a plurality of requests related to the request routing process. One or more processors are configured to apply the state machine through operations including: obtaining a request from the plurality of requests; providing, to a criticality detection application and to an intent detection application, a representation of the request, wherein the criticality detection application is configured to detect a criticality of the request, and wherein the intent detection application is configured to determine a semantic intent of the request; receiving, from the criticality detection application and the intent detection application, respective indications of a detected criticality of the request and a detected intent of the request; determining whether to route the request to a channel that is one of a live agent, a virtual agent, or a search-based application; and routing the request to the channel as determined.

Hybrid request routing system

The disclosed subject matter relates to a service application that supports a client device to access a platform via a client instance. The service application enables the user to perform an operation related to management of a virtual resource. In some embodiments, the service application invokes a chat interface to place the client device in communication with a virtual agent. Via the chat interface, the service application prompts the user to select a topic, an operation, and a virtual resource to indicate a desired operation to be performed. When the service application receives the selections made by the user via the chat interface, the service application, such as the virtual agent, may access the platform to perform the desired operation.

Chat interface for resource management

A computing system disposed within a computational instance of a remote network management platform remotely manages a managed network that uses computational resources of a third-party network to deploy operations. The computing system may obtain a utilization policy that identifies (i) particular computational resources of the third-party network used to deploy a particular operation and (ii) a time period during which the particular computational resources can be used. The computing system may be configured to: obtain a utilization report that identifies (i) the computational resources used to deploy the operations and (ii) times at which the computational resources were used; determine that the particular computational resources deployed the particular operation outside the time period identified by the utilization policy; generate a report indicating that the particular computational resources deployed the particular operation outside the time period; and provide the report to the managed network.

Third-party network computational resource utilization

Systems and methods for streaming billing data associated with third-party network resources consumed by a managed network to a remote network management platform are disclosed. Streaming of billing usage data associated with third-party resources may use resource identifiers to associate resources with line items in a service bill generated by the third-party network. A proxy server in the managed network may intermediate streaming from the third-party network to a remote server in a computational instance of the remote network management platform. Billing data may be recorded partly in a metric-base database configured for storing time series data corresponding to usage quantities of third-party resources consumed by the managed network per unit time, and partly in a static records database configured for storing database records associated with the time series data, and including data for identifying the third-party resources and for recording static information relating to billing for the third-party resources.

Preprocessing and storage of cloud service usage reports

A system for provisioning resources within a computer network includes a processor and a memory. The memory stores instructions executable by the processor to cause the processor to identify a set of properties associated with a resource type based on a configuration item representative of a resource within a configuration management database (CMDB), determine a subset of the set of properties based on one or more deployment rules, wherein the subset of the set of properties comprises one or more properties of a parent configuration item of the configuration item, and provision, via a deployment agent, a new resource of the computer network, wherein the new resource has the subset of the set of properties.

Deployment of a network resource based on a containment structure

Systems and methods for the deployment of network resource information based on a containment structure are herein disclosed as comprising, in an implementation, determining, using a configuration item representative of a resource within the configuration management database, a first set of properties associated with a resource type, wherein the first set of properties comprises a subset of the global property set, determining a second set of properties based on deployment rules, such as a containment relationship defining properties included within a parent configuration item of the configuration management database, wherein the second set of properties comprises a subset of the first set of properties, provisioning the resource with the second set of properties, and communicating the provisioned resource for activation within the computer network. In an implementation, a deployment agent can be configured to provision a resource with the second set of properties.

Growing community of inventors

Saratoga, CA, United States of America

Vani Banaji