Build Your First AI Agent in ServiceNow

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In this post, we’ll create a simple AI Agent from scratch that can generate an Incident. This is a beginner-friendly walkthrough meant purely for learning purposes.

Step 1:  AI Agent plugins are licensed (not free)

Prerequisite Tip: Use a Now Learning instance from the Building AI Agents course. Since this instance expires after some time, make sure to document your steps for future reference.

Step 2: Define the Use Case

We’ll build a basic Incident Creator AI Agent. For now, we’ll focus only on the mandatory fields:

Caller → Logged-in user and Short Description → User input

An AI Agent primarily works with: Instructions → What the agent should do and Tools → How the agent performs actions (Script, Flow, Subflow, etc.)

Step 3: Create the AI Agent

Navigate to: All → AI Agent Studio → Create and Manage

You’ll see two options:

• Use Case
• AI Agent

Select New under AI Agent.

Fill in the details:

• Name: Incident Creator
• Description: An AI Agent that creates incidents based on user input
• Role: To create incidents based on provided details

Instructions:

1. Ask the user to describe their issue and store it in the Short Description field.
2. Use the create_incident tool to create the record.
3. Inform the user whether the incident was created successfully.

Click Save and Continue.

Step 4: Add Tools

In the Add Tools and Information tab:

• Click Add Tool → Select Script
• This script will take user input and map it to the Incident’s short description

You can define inputs and access them using  inputs.<input_name> since the script runs within an inputs function.

Use a simple server-side script to create the incident (refer to the screenshot 1 below).

Click Save and Continue, and in the next Define Availability tab:

• Activate the AI Agent
• Click Save and Test

Step 5: Test the Agent

You’ll be redirected to the testing section.

• Select your AI Agent
• In the task panel, start interacting with it
• Provide issue details and confirm inputs(refer to the screenshot 2&3 below)

Check if the incident is created successfully.

Note: You won’t see the Incident Number in the response yet because:

• The script does not return any value
• The agent is not instructed to display it

This is just the beginning. You can enhance the agent by:

• Adding more fields
• Returning the Incident Number
• Creating incidents on behalf of other users
• Using AI to improve validation and responses

Follow for Part 2, where we’ll enhance this AI Agent with more features and improvements.