# ServiceNow & Jira ITSM Ticket Deflection | Adoption Layer

> Cut navigation tickets and improve request quality in ServiceNow, Jira Service Management, or GLPI: the AI guides users on the live screen. GDPR-ready.

## Complete IT tickets, and fewer tickets that should never have existed.

"It doesn't work" with no category, no application, no screenshot. Access requests submitted through the wrong catalog form. Users opening an incident to ask where to click. Adoption Layer guides every employee inside ServiceNow or Jira Service Management before the ticket reaches your team.

## A third of your tickets are navigation questions

Your tier-1 agents spend their day re-qualifying vague requests, asking which application is involved, and redirecting to the right catalog form. Meanwhile, real incidents wait. The self-service portal exists, but nobody can find the right request in it, and the knowledge base is read by agents, not by users.

> "An employee opens the ServiceNow portal: 'I've lost access to the Finance shared drive, what do I do?' Adoption Layer reads the page, sees they are about to raise an incident, steers them to the catalog access request, highlights the AD Group field to fill in, and notes that manager approval will be requested automatically."

## Guidance that triages before your agents have to

- **Routing to the right catalog item**: The AI reads the portal as it renders and guides the user to the right form (access, hardware, incident, change) rather than a generic incident.
- **Tickets qualified at creation**: Application involved, error message, priority, attachment: the fields that save your agents an iteration are recalled at the moment of entry.
- **Knowledge base applied on the screen**: Your KB articles are no longer looked up by the agent after the fact: they are surfaced to the user, on the page they're on, before they open the ticket.
- **Escalation to the agent with context**: When guidance isn't enough, the ticket is created with the screen, the question asked, and the steps already tried: the agent starts at tier 2, not tier 0.

## ITSM workflows covered

- Access and permission requests (accounts, groups, applications)
- Qualified incident reporting (application, error, impact, attachments)
- Hardware and software orders through the service catalog
- Ticket follow-up, reminders, and closure by users and managers

## Why scripted flows break on ServiceNow

WalkMe, Lemon Learning, and scripted tours rely on selectors recorded in one specific version of the portal. Every ServiceNow release (Washington, Xanadu, Yokohama…), every edited Service Portal widget, every added catalog form makes them stale. Adoption Layer records nothing: it reads the DOM displayed at the moment of the question and guides the user on the real screen.

## Setup and privacy

Deploy the Chrome extension (Manifest V3) via Intune, Jamf, or your MDM, allow-list your ServiceNow, Jira, or GLPI domains, and connect your knowledge base articles. No instance changes, no plugin. Usernames, names, addresses, and ticket contents are redacted in the browser before any inference. No cookies, no screenshots.

## Frequently asked questions

### Do we need to install a plugin or modify our ServiceNow instance?

No. The Chrome extension overlays the existing portal with no plugin, no client script, and no changes to your forms or workflows.

### Does the assistant replace our ServiceNow Virtual Agent?

It complements it. Virtual Agent answers predefined intents; Adoption Layer reads the screen and guides the user on the form in front of them, including on third-party applications open alongside.

### Are ticket contents and usernames sent to the model?

No. Redaction happens 100% client-side: names, email addresses, usernames, IP addresses, and descriptions are replaced with tokens before inference.

### How do we measure deflection?

The dashboard lists the questions asked, those resolved without a ticket, and those escalated, with the screens involved. You can cross-reference this with your usual ITSM metrics.