Story-shaped Timeline
Every case rendered as AI-written prose with inline numbered citations — not a chronological feed of files. Side-margin sources show only what each paragraph cites.
The product
Lore™ : a case workspace, not a feed.
Lore drops into ServiceNow Workspace as a case-workspace panel. It reframes the documents, emails, and notes attached to any case as a narrated timeline, an answerable Q&A, and a two-tier summary — without moving data out of your tenant.
For the architecture and deployment topology, see the infrastructure page.
The narrative surface
A story, not a feed.
Lore turns the documents, emails, and notes attached to a case into a single readable narrative — with citations to every source. Filter the case by clicking a citation; the answer to the next question filters with you.
Two-tier case summary
A 200-word scan-list view and a 500-word full-context view, generated on demand and cached so the panel paints instantly on revisit.
Ask the case
Right-rail Q&A grounded in the case's actual documents, emails, and notes. Every answer cites its sources; clear filters and the same question searches the whole file.
Citation auto-filter
Clicking any [N] in AI prose scrolls to the source and filters the case to that document family. The story drives the filter.
Unified case view
One pattern across the case.
All, Notes, Emails, Attachments — the same card shell, the same actions, the same affordances. Read in place; hover over a citation and watch the source light up.
Unified card grid
All, Notes, Emails, and Attachments tabs share one card shell — same actions, same affordances, type-specific bodies. No special-case UI per record type.
Inline middle-pane preview
Documents, emails, and notes open in place — not in a slide-out drawer that hides the rest of the case. Read what you need, keep the context visible.
Hover-synced prose and sources
Hovering a citation lights up its source card; hovering a source lights up where it is cited in the story. Two-way wayfinding through the file.
Notes
Notes are first-class.
Not a modal. Not a comment box. A real writing surface that classifies and files itself.
First-class rich-text notes
Notes are a sibling tab, not a modal afterthought. Images, color, highlight, headings, and a writing surface that does not feel like a comment box.
Auto-tagged notes
Every saved note is classified against your taxonomy in the background. Notes flow into the same tag-chip filter as emails and attachments.
The case workspace is also the email client.
Compose, send, receive, file, classify, and filter — without leaving the case. Direction, attachments, time-window, and people-based filters all in one row.
Compose without leaving the case
Templates, signatures, attachments, and draft autosave — the case workspace is also the email client. Sent items file themselves to the case.
Auto-classified outgoing email
Sent emails are tagged against the case taxonomy automatically, the same way inbound emails are. The filter chips work the same on either direction.
Smart filter row
Direction toggle, attachment toggle, time-frame chips (7d / 90d / all), and a WhoPicker that filters by role, individual, and match-mode (any / sender / recipient / mentioned).
Bidirectional thread view
Sent and received messages render in one timeline, in the order the conversation actually happened.
Attachments
Open it. Edit it. Done.
Full PDF tooling in the case workspace. Files live in SharePoint, never in ServiceNow.
Full PDF manipulation, in-line
Open a PDF in the case workspace and work it like a desktop editor: redact text and regions, annotate, sign, fill forms, edit text and images, rotate and reorder pages, and search the full document. Edits persist back to the case.
Tag chips drive the filter
Same vocabulary as emails and notes. One chip filters the whole case across record types — Medical, Legal, Incident, Settlement.
Drag a bundle. Watch it become files.
Drop a multi-document PDF onto the case and watch it split into N separately filed records — each with a suggested name, description, tag, and folder placement. Files go straight to your document store; nothing passes through the case system's attachment storage.
Configuration & deployment
How it ships.
A single-file iframe that drops onto any case-shaped table. Read-only-aware, move-aware, build-stamped, and cached so it paints instantly on revisit.
Single-file iframe
The whole React app ships as one ~4 MB HTML file. Drops onto any ServiceNow Workspace UI Macro. No CDN dependencies, no asset fetches at runtime.
Read-only role awareness
The UI degrades gracefully for view-only roles. Write actions hide; the narrative, summary, and Q&A surfaces stay fully usable.
Move documents between records
Reassign a misfiled email or attachment to the right case with permission checks at the API. The audit log captures every move.
Content-hash client cache
AI outputs (summary, narrative, Q&A) cache in the browser for 24 hours and invalidate when the case content changes. The panel paints instantly on revisit; the model only re-runs when it has to.
Build-stamped diagnostic panel
Every shipped iframe carries the build commit, deploy time, and feature flags in a small operator panel. Demos and audits get an unambiguous version handle.
See Lore on a live case.
A short form gets you into a working demo against a synthetic case file.