I wanted to Automate Service-Now tickets. I can able to Fetch all the Incidents, but only thing is BOT should analyse the description entered by the user. All the information regarding the issue will be there in description.
I can able read the description also through BOT. But only thing is depend on description BOT should understand the issue. With Regex also it is not possible as description is not in standard format.
Suggest me what else we can do for this scenario.