Enterprise Ticketing System (ETS)

Overview

Development stage

DeployedSource: c) Deployed – The use case is being actively authorized or utilized to support the functions or mission of an agency.

High-impact designation

Not high-impactSource: c) Not high-impact

Impact justification

Not reported

Start date

2025-09-01 (day precision)Source: 9/1/2025 0:00

Withheld from public reporting

NoSource: a) No

Mission

Topic area

Information Technology

Operational functions

No function tag matched Derived by keyword rules; see methodology

Problem the AI is intended to solve

This AI use case consolidates searching capabilities across multiple applications and portals to help employees find and locate the appropriate form to submit a request or problem they may have.

Expected benefits

The use care reduces the time and complexity involved with locating request forms.

System outputs

The output is a list of request forms with a link to open each form in its respective system.

Technology

AI classification

Other

System name(s)

ServiceNow

Custom-developed code

Yes

Public source code

Not reported

Sourcing

How it was built

Contract and in-houseSource: c) Developed with both contracting and in-house resources

Vendor (as reported)

ServiceNow AWS

Vendors (standardized)

Amazon Web ServicesServiceNow

A vendor is the supplier named by the agency. It does not identify the underlying model or AI technology.

Data and privacy

Involves PII

No

Privacy Impact Assessment

Not reported

Authorization to Operate

No

Demographic features

k) None of the above

Training and evaluation data

Not reported

Federal Data Catalog

Not reported

Governance

0 of 8 minimum-practice questions answered. A blank answer means the agency reported nothing; it does not mean the practice is absent.

Potential impacts and how they were identified

Not reported