Build Auto-Generated Incident Notes in Minutes with Now Assist Agents

[andytillo1]

Getting Started with Now Assist Agents: Automating Incident Creation

Here's a pattern we see fairly constantly in customer conversations: support teams spend significant chunks of their day on documentation. Every resolved issue means switching context from helping customers to writing up what happened, logging details, creating tickets. It's necessary work, but it pulls skilled people away from the problem-solving they're actually good at.

What if the AI agent handling the conversation could also handle the paperwork?

Welcome back to our series from the AI Center of Excellence (CoE) team at ServiceNow. Through countless advisory and hands-on engagements, we've gathered valuable insights and practical guidance that we're excited to share with the broader ServiceNow community.

🎬 Watch the Video

Watch on YouTube

This is Part 3 of our "Getting Started with Now Assist Agents" series, where we've been building out capabilities step by step.

What We Built

In this installment, we extended our existing AI agent with automatic incident creation. Here's what the enhancement covers:

• The agent captures conversation details and generates a complete incident record without manual input
• Security controls let teams decide whether humans approve each ticket or let automation run fully
• Custom messaging gives end users clear context about what's happening with their request
• The test bench shows real-time visibility into what the agent is doing and why

The practical impact came through clearly in our walkthrough. Work that previously took several minutes of manual documentation now happens automatically as part of the conversation flow.

Watch the Video

In the video above, Andy Tillo and Dustin Gannon walk through the complete setup, demonstrate the test bench in action, and show exactly what a generated incident looks like with description, sentiment, and full context captured.

Resources We Found Helpful

As we built this out, these ServiceNow resources provided useful guidance:

• Now Assist for ITSM Overview – Background on how Now Assist capabilities integrate with incident management: docs.servicenow.com/now-assist-itsm

• AI Agent Orchestration Documentation – Details on configuring agent tools and actions: docs.servicenow.com/ai-agents

• Agent Test Bench Guide – How to use the testing interface we demonstrated: docs.servicenow.com/agent-test-bench

• Incident Management Best Practices – Context on incident fields and workflows: docs.servicenow.com/incident-management

What's Next

We're continuing to explore ways to enhance this agent. The goal remains the same: reduce the manual work that pulls teams away from actually helping people.

If you have questions or thoughts, drop them in the comments. We'll respond or update the article as needed.

Contact your ServiceNow representative to learn more about Now Assist Agents and how organizations are approaching this kind of automation.

---

*Views expressed are our own and do not represent ServiceNow, our team, partners, or customers.*