The Scenario
The director of IT operations sent a message at 4:45 PM: "Can you build an SLA dashboard for P1 and P2 incidents? I need it before the executive sync at 9 AM tomorrow." You open ServiceNow, run the list view filtered by priority, and stare at 340 rows. The export button gives you a CSV with 40 columns you do not need and 8 missing ones you do. Formatting it into something usable is a separate project.
The bad version:
- Export the ServiceNow list to CSV, open it in Excel, delete the 32 columns you do not need.
- Discover the "opened" timestamp is in a format Excel cannot parse without a text-to-columns operation.
- Realize the assignment group column is blank for incidents created before the last schema migration, requiring a separate lookup.
The dashboard is due before the morning meeting, and you have spent the first 45 minutes just trying to get clean data into the right shape. The analysis has not started.
The Easy Way: One Prompt in SheetXAI
SheetXAI is an AI agent that lives inside your Excel workbook. It reads your column headers, connects to ServiceNow, pulls the filtered records, and writes them directly into the workbook — no CSV export, no column pruning, no timestamp reformatting.
Get all open priority-1 and priority-2 incidents from ServiceNow and write the incident number, short description, assigned group, and opened date into columns A through D
What You Get
- One row per open P1/P2 incident in ServiceNow
- Columns A through D populated with incident number, description, assigned group, and opened date in a clean format
- Records filtered server-side — only open incidents at the requested priority levels come through
- No extra columns to delete, no timestamp conversion required
What If the Data Is Not Quite Ready
You need incidents from the last 30 days only, not all open incidents
The full backlog goes back years. For SLA analysis you only care about the current window.
Get all open P1 and P2 incidents from ServiceNow that were opened in the last 30 days and write the incident number, short description, assigned group, opened date, and days since opened into columns A through E
The assignment group is blank for older incidents
Some incidents were created before assignment groups were tracked, leaving column C empty.
Pull all open P1 and P2 incidents from ServiceNow, fill in incident number, description, and opened date in columns A, B, and D, and for rows where the assigned group is blank write "Unassigned" into column C so the dashboard can group consistently
You need to join incident data with CMDB CI names for the affected asset column
The incidents have a configuration item sys_id but not the human-readable hostname.
Get all open P1 and P2 incidents from ServiceNow with their CI sys_ids, look up the CI name from the CMDB for each, and write incident number, description, assigned group, opened date, and CI name into columns A through E
Full kill chain: pull, enrich, flag SLA breaches, sort by urgency
Pull all open P1 and P2 incidents from ServiceNow opened in the last 14 days, calculate days open for each, flag any incidents over 4 hours old with SLA status "BREACHED" in column F, look up the CI name for each from the CMDB, and sort the results by urgency descending before writing into columns A through G
One ask covers the pull, the enrichment, the calculation, and the sort. The dashboard is ready before you finish your coffee.
Try It
Get the 7-day free trial of SheetXAI and open a blank Excel workbook, then ask it to pull your current open P1 and P2 incidents straight from ServiceNow. For the other direction, see the bulk-create-incidents spoke or return to the ServiceNow hub.