TorchTiger Engineer for Support Teams
Plain-language answers about the ServiceNow app you support.
Ask TorchTiger Engineer how an app works, what an error your customer reported means, and which script or setting is behind it. It reads your development or test instance with your own permissions, explains what it finds, and is locked out of production.
Questions Support Staff Can Ask
In plain language, on a development or test instance where your app is installed
What Does This App Do?
A Plain-Language Walkthrough
Ask for a walkthrough of the app’s tables, business rules, flows, scheduled jobs and settings.
What Does This Error Mean?
From Message to Cause
Paste the error a customer reported. Engineer looks through the app’s scripts for where that message comes from and explains what triggers it.
What Runs When a Record Changes?
Rules, Flows and Scripts
Name a table or record number. Engineer explains each business rule, flow and client script that acts on it.
Which Setting Controls This?
Properties and Configuration
Ask which setting controls a behaviour and what a change would affect. Engineer gives its current value if your role can see it.
Who Approves This?
Flows Someone Else Wrote
Trace a flow step by step to the group or person it waits on — the question in the demo below.
Write This Up for a Developer?
A Clear Hand-Over
Ask for a summary a developer can act on: what you saw, where it happens, which scripts run and the likely cause.
See It Trace a Flow Someone Else Wrote
A real ServiceNow instance: Engineer traces a 68-step flow to the group that approves it. The second half shows the developer side: the safe way to add an escalation.
Where It Works — and Where It Doesn’t
Stated plainly, so your team knows what to expect
Works Today
- Development and sub-production instances — for example, the test instance where your app is installed
- With your own ServiceNow permissions — it sees what your role can see, nothing more
- Read-only by default — it explains and changes nothing unless someone turns on write mode; records change only after someone approves a plan
- In Chrome and Edge, on your own API key from Anthropic, the maker of Claude. The personal data it detects in records is redacted on your device before it is sent
Not Built For
- Production — the AI switches off: no chat, no reads, no writes; the extension only reads the instance’s settings to tell which it is. It also stays off on any instance it can’t confirm is non-production
- Instances you can’t sign in to — it works only through your own signed-in session
- Support-specific features, yet — today it is the same extension developers use, with write mode off by default. What we’re designing is below
Shaped by the Support Pilot
Two things we’re designing with pilot teams — not built yet
Support Mode
A read-only role for support staff: support wording, starter questions and developer hand-over notes. In design — not built yet.
App Set-Up
Pick the app you support. Engineer maps its files and writes an overview, so answers start from your app. In design — not built yet.
Common Questions
Do I need to be a ServiceNow developer to use it?
No. Ask in plain language: Engineer reads the configuration for you and explains what it finds. When a fix needs a change, it can write up a summary for a developer.
Can it look at our customers’ production instances?
No. On production the AI switches off: no chat, no reads, no writes; the extension only reads the instance’s settings to tell production apart. It also stays off on any instance it can’t confirm is non-production. Reproduce the issue on a development or test instance that runs the same app version as your customer.
Will it change anything on our instance?
Not unless someone turns on write mode on a development or sub-production instance. Records change only after someone approves a plan, but in write mode it may switch your current application scope without asking. With write mode off, which is the default, it only reads and explains.
What does my team need?
Chrome or Edge, a sign-in to the instance, and an API key from your company’s Anthropic Console account. Your role must also be able to read the instance’s type setting (a system property), or Engineer stays off. The Community Edition is free; your company pays Anthropic directly for what you use.
Where does our data go?
On the Community Edition, only to your own Anthropic account and your own ServiceNow instance. Nothing routes through TorchTiger, and the personal data it detects in records is redacted on your device before it is sent. Claude may also run web searches, which Anthropic carries out. Security has the details.
What is the support pilot?
A small group of support teams using Engineer on their own test instances while we design Support mode and app set-up with them. Email us the app your team supports, roughly how many people would use it, and the kinds of questions you handle.
Join the Support Pilot
Tell us your app and your team’s top questions. We’ll help you start on your own test instance and shape Support mode around them.
Ask About the Pilot- Free Community Edition
- Development and test instances
- Locked out of production
- Your own permissions