Overview
Application Scopes
Quick Tip
1. Using the Filter Navigator, navigate to Users and Groups. Select the "Roles" menu item.
2. Locate the sn_uxc_gen_ai.platform_ai_work_planner role and click on it.
3. Switch to the appropriate Application Scope. Go to the Contains Roles related list at the bottom.
4. Click Edit in the top right corner, and add the itil role using the slush bucket.
5. Click Save, then click Update.
Activation Steps
1. Using the Filter Navigator, type in "AI Agent Studio" and select "Create and Manage".
2. Navigate to the Agentic Workflows tab and click on the "Generate my work plan" record.
3. While in the "Platform AI Agents" Application Scope, click on "Select channels and status" in the left hand menu.
4. Click the "Display" toggle to disable the workflow being accessed through the Now Assist Panel.
5. If you are using a custom scope, switch back to your custom scope. For the purposes of the guide, we are in the "Agentic Workflows Guide" scope.
6. In the top right corner, click on the 3 dots menu and select "Duplicate".
7. Feel free to rename the new copy of the duplicated Agentic workflow, for this guide we will leave it with (copy) at the end. All Agentic workflows must have unique names.
8. We will largely keep the workflow the same, so let's click through these steps sequentially. Click "Save and Continue".
9. Under "Define user access", Click "Save and Continue".
10. Under "Define data access", Click "Save and Continue".
11. Under "Add triggers", Click "Save and Continue".
12. Under "Select channel and status", Enable the display toggle next to "Engage via the Now Assist panel". Then click "Save and test".
13. In the "Task" field, enter "Generate my work plan" then click "Continue to test chat response" to see a test run of the Agentic workflow.
Troubleshooting
Below are three more agentic workflows we recommend you enable and explore. They follow the same steps described above, so feel free to scroll up if you need guidance. Each card includes test steps at the end, as well as the expected outcome when previewed as an admin in the test console or viewed by an end user.
Activation Steps
1. Add the itil role to your test user.
2. Activate the workflow in AI Agent Studio.
3. Use the prompt in the Test steps section of this guide to test in the Manual test tab of AI Agent Studio.
Test steps
Troubleshooting
What your users will see in the Now Assist Panel:
Activation Steps
1. Add the itil role to your test user.
2. Activate the workflow in AI Agent Studio.
3. Use the prompt in the Test steps section of this guide to test in the Manual test tab of AI Agent Studio.
Test steps
Troubleshooting
What your users will see in the Now Assist Panel:
Activation Steps
1. Add the itil role to your test user.
2. Activate the workflow in AI Agent Studio.
3. Use the prompt in the Test steps section of this guide to test in the Manual test tab of AI Agent Studio.
Test steps
Troubleshooting
What your users will see in the Now Assist Panel:
Conclusion
Congratulations! 🎉 Activating ServiceNow's agentic workflows represents a significant step toward modernizing IT service management operations through intelligent automation. Each of the four workflows covered in this guide—Generate my work plan, Triage and categorize ITSM incidents, Investigate and resolve ITSM incidents, and Wrap up and resolve incidents—addresses specific operational challenges and provides measurable value through reduced manual effort and improved consistency. By following the systematic duplication, configuration, and testing procedures outlined for each workflow, administrators can ensure successful deployment that meets their organization's specific needs.
