Overview:
Generate My Work Plan helps you stay organized by creating a personalized schedule based on your assigned tasks. It considers urgency, deadlines, impact, sentiment, and SLAs, then estimates how long each task will take and when you can finish it. The result is a clear, easy-to-follow plan that helps you focus on what matters most.
What Problem Is It Solving?
Organizations frequently encounter challenges in efficiently planning work and ensuring teams are adequately prepared before execution. In the absence of AI-driven agents, these processes remain largely manual, slow, and susceptible to errors. Individual agents are often required to personally review their assigned tasks, assess priorities, estimate the effort required, and develop daily work plans, resulting in significant planning overhead. This manual approach is not only time-consuming but also inconsistent across agents, which can lead to suboptimal task sequencing and an increased likelihood of missed service level agreements (SLAs).
Examples:
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A service desk agent asks, “What should I work on today?” and receives a prioritized list of incidents with estimated resolution times.
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A field technician says, “Plan my work,” and gets a schedule that highlights which tasks are most urgent and which ones are blocked.
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A manager uses the workflow to understand which backlog items are closest to breaching SLAs and should be tackled first.
Find more details in our product documents - Platform Generate my work plan agentic workflow
Key Capabilities:
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Automatic retrieval of all active tasks assigned to the current user
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AI-powered prioritization based on task metadata and sentiment analysis
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Intelligent time estimation using AI Search to find similar historical records
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Calendar-aware scheduling that respects the user's working hours
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Interactive approval workflow allowing users to request modifications to the generated plan
Setup Requirements:
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License required – Professional or Enterprise+
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Latest Version - Minimum patch Yokohama Patch 10 or Zurich Patch 4+ (Note: If you are in older version (YP6 /ZP1+) you may see some changes compared to latest versions as we have enhanced the workflow.)
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Plugins – Must have Now Assist for Platform (included with apps like Now Assist for ITSM, CSM).
Below screen shot is an example of Now Assist for ITSM which has also activated the dependency plugin Now Assist for Platform.
Required User Roles:
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'sn_uxc_gen_ai.platform_ai_work_planner' role is necessary for running this agentic workflow and for users wishing to access it.
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'sn.now_assist_panel_user' role is required for user to run the workflow from the Now Assist Panel. Additionally, ensure that the system property 'sn_ais_assist.dpr_ingestion_completed' is set to true.
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Invoking users may have more access than an AI agent/agentic workflow needs, so limit security risk by assigning only specific approved roles.
The agent will only access data available in the overlap between the user’s roles and the approved roles (e.g., choosing itil prevents admin‑level access).
To give broader access than the invoking user, run the AI agent/agentic workflow as an AI user. -
You can also run this workflow on the Testing page of AI Agent Studio with the same utterance in the Task field if you have the sn.aia_admin role.
Sample Utterances or Prompts:
‘What should I work on today?’
‘Plan my work’
‘Generate my work plan’ any similar phrases in the Now Assist panel to trigger the workflow.
How Does It Work?
This agentic workflow uses below AI agent:
- Prioritize work AI agent
Note: Earlier versions like YP6/ZP1 may differ from the latest release, as we've unified our AI agents to enhance performance and speed. Upgrading ensures you access all new features and improvements.
Take a look at the screenshots below to observe how ITIL user Susan gets her work plan after she types ‘generate my work plan’ prompt into the Now Assist panel. It provided all her tasks list and then followed by a prioritized task details with score , estimated effort, start and end details with a rationale.
When an utterance is given, Now Assist Panel identifies the relevant workflow, activates the Agentic workflow orchestrator, and triggers AI agents to carry out the next steps.
The AI agent reviews all tasks assigned to the user, compiles a comprehensive list, and then uses this list to deliver a final prioritized set of tasks.
Below is an example screenshot of the agentic workflow results, providing the final work plan for the user to focus on high-priority tasks before moving on to the next level of tasks. Each task includes task information, an estimated start date, an estimated completion date, and the estimated number of hours required to complete the task based on similar historical records. It also provides reasoning for why a task is considered high or low priority and includes comments for any missing information or cases where there are no similar records to provide estimations.
Demo
In this demo, you'll learn:
- How to use the Agentic workflow in Now assist panel
- Workflow activation details (you can find more details in below Activation details section)
Outcomes & Benefits
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Efficient Work Planning and Prioritization: AI-driven tools empower employees to prioritize and organize tasks, creating dynamic work plans based on urgency, priority, and historical effort for optimized scheduling and fewer missed deadlines.
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Productivity and Focus: Automated task triage and streamlined interfaces reduce administrative overhead, freeing up time for problem-solving and enhancing overall agent productivity.
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Improved Outcomes and SLA Performance: Context-aware insights and prioritized planning minimize overdue tickets and escalations, resulting in better customer satisfaction and greater trust.
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User Experience and Adoption: Intuitive, natural language interfaces make automation more accessible, driving user adoption and providing a smoother experience.
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Customization and Expansion: Out-of-the-box workflows can be extended or customized, allowing organizations to build agentic solutions tailored to their unique needs and risk factors.
Limitations:
ServiceNow supports four out-of-the-box LLMs—Now LLM, Anthropic, Gemini, and GPT. However, for the September 2025 release, this agentic workflow may not be supported by Now LLM and might be considered for inclusion later. Please follow up with your account executives to find support for future releases.
Personas:
Fulfiller/ Agent
Activation details:
Activating Agentic workflow:
Go to All -> AI Agent Studio -> Create and Manage -> search for ‘Generate my work plan’ -> and click on it.
To allow users to start the workflow from their Now Assist panel and review results—it is essential to establish proper security controls for both user and data access. Please follow these steps:
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Go to ‘Define security controls’ and click 'Define user access' and add the role ‘sn_uxc_gen_ai. platform_ai_work_planner’.
and then assign the required user role as shown below:
Go to all-> users and groups-> roles> search for name ‘sn_uxc_gen_ai.platform_ai_work_planner’ and then add the roles under the 'contains role’ section as shown below.
For example, if an ITIL user needs to use this workflow, you must assign the corresponding role (e.g., ITIL) like below.
Make sure your users also has the roles- ITIL and sn_uxc_gen_ai.platform_ai_work_planner.
Go to 'Define data access' to add the 'sn_uxc_gen_ai.platform_ai_worl_planner' role. If it's not already there, add it manually. To grant users specific data access, add approved roles too.
Then Go to ‘Select channels and status’ to check the status for Now Assist panel. Agentic workflow is activated for Now assist panel.
To make this workflow available for individual records, you can add a UI button on each record to invoke it directly from workspaces or UI record page.
Note: Information on the in-product experience and required UI action configuration steps will be available soon in a related article. In the meantime, refer to the product documentation at the link here.
Activating AI agents for workflow:
Go to All -> AI Agent Studio -> Create and Manage -> search for ‘Generate my work plan’ -> and go to ‘Define key requirements’ and scroll down to go to AI agents and click on it. This workflow involves one AI agent.
proper security controls for user and data access are necessary to assign for the AI agents also.
No need to activate the Now Assist panel for AI agents separately; by default, it is considered through the agentic workflow. However, if you wish to use an AI agent individually within the panel, you must manually activate Now Assist for that specific agent.
scroll down to maintain the AI agent's active status->and then click on save and test.
Additional Resources:
- Explore platform product resources here, and review the list of helpful resources under Platform Agentic Workflows and AI Agents.
- Platform Generate my work plan agentic workflow
