Overview:
The “Generate Resolution Plan Agentic Workflow” streamlines the process of creating resolution plans for support tasks by leveraging AI agents. Powered by Now Assist, the workflow combines task data, similar cases, knowledge articles, and external resources to deliver comprehensive resolution plans—reducing manual effort and accelerating task completion.
To understand how the workflow functions, review the Generate Resolution Plan agentic workflow article for its overview and outcome results.
This document outlines the necessary setup requirements to activate and configure the Agentic workflow.
Plugin Requirements:
- Plugins: Must have Now Assist for Platform (included with apps like Now Assist for ITSM and CSM).
- The below screenshot is an example of Now Assist for ITSM, which has also activated the dependency plugin Now Assist for Platform.
Required User Roles:
- To run workflows in the Now Assist Panel (NAP), you need the sn.now_assist_panel_user role.
- To use the Agentic workflow exclusively in NAP, AI Agent Studio testing, or through in-product UI actions/declarative actions, you must have the sn_uxc_gen_ai.platform_ai_grp_workflow role. This role includes all necessary AI agent roles, so you do not need to assign them individually.
- Details about required roles are available in the Agentic workflow section called ‘Define who can access this agentic workflow’ within AI Agent Studio.
- To customize the out-of-the-box agentic workflow, clone the template and make your changes.
Group Action Framework (GAF) Activation and Configuration:
GAF is a ServiceNow platform framework designed to cluster related records and apply context-specific actions to those groups.
- Data Grouping for AI Agents: Many agentic workflows (e.g., Generate resolution plan, Incident Trend Analyzer, Task Analyzer) rely on GAF to cluster similar records before reasoning or generating outputs. This improves accuracy and efficiency.
- Shared Platform Capability: Instead of each business unit building its own grouping logic, GAF provides a common, high-quality mechanism that all workflows can leverage. This accelerates delivery and ensures consistency.
- GAF often works alongside AI Search and LLM-based reasoning to fetch relevant clusters and apply next-best actions.
GAF is not auto-enabled; it must be manually activated and configured. Use the following resources to set up GAF:
Note: Either GAF or AI Search must be enabled for the AI agent to find similar records and knowledge articles. If the customer opts out of GAF, AI Search must still be active.
Demo:
For the demo, watch the YouTube video "Generate resolution plan—Agentic workflow demo" on our ServiceNow Community channel chapter 'Setup, Activation & Configuration'.
Video Chapters
▶ Using the agentic workflow in the Now Assist panel—0:00 to 3:19
▶ Using the agentic workflow on the workspace record page—3:19 to 4:35
▶ Using the agentic workflow on the table record page—4:35 to 5:14
▶ Setup, Activation & Configuration—5:14 to 12:41
Agentic workflow activation steps:
Navigate to All → AI Agent Studio → Create and Manage, search for 'Generate resolution plan', select it.
Role information is available in the Agentic workflow's ‘Define who can access this agentic workflow’ section, where you can also view the AI agents used.
For the AI agent, click on it, open ‘Toggle display,’ choose ‘active’ for ‘status’ if it’s not already set, then hit save and test.
Ensure you are using the 'Platform AI Agents and Skills' application when saving changes.
This workflow supports the Now Assist panel and in-product manual triggering and execution by the user.
License required
Activate the Agentic workflow in the Now Assist panel:
Triggers can be enabled for the Now Assist Panel, allowing users to initiate workflows with a prompt.
Navigate to All > AI Agent Studio > Create and Manage, search for 'Generate resolution plan,' and select it. Proceed to 'Select UI Display,' enable the Now Assist Panel, and then save and test your changes.
Steps to Enable In-Product Experience for Workspaces and Task Records:
The in-product experience for agentic workflows is designed to go beyond purely conversational interactions (like the Now Assist Panel) by embedding agentic workflow execution directly within Workspaces or Task records. With declarative/UI action buttons, users can manually trigger, monitor, and supervise agentic workflows without leaving their current context.
- Enable agentic workflow to trigger from a Workspace:
To enable users to access Generate Resolution Plan from a workspace record page, set up declarative actions in the UI builder. This will place a 'Generate Resolution Plan' button on the page.
Follow the steps to activate the declarative button on Service operations workspace here
Note: These steps also apply to other workspaces.
- Enable agentic workflow to trigger in a record:
To enable users to access Generate Resolution Plan on task records, activate the UI action. This adds a 'Generate Resolution Plan' button to active records.
Note: These steps may also be applied to other task records.
Follow these steps to activate the UI action button on the record form:
Go to All > System UI > UI Actions, search for *Generate resolution plan in Name, open it, set Active to true, then save or update the record.
Note: To add a UI action button on a Task record or a declarative action button in a workspace, you must set up ACL access for the sys_cs_messages table to enable in-product.
Make sure to uncheck the ‘Workspace Form Button’ to avoid the button showing up in the workspace record page.
Open the Incident table and find the ‘Generate Resolution Plan’ button at the top right.
Add a preferred Trigger to the agentic workflow:
This allows an automatic agentic workflow trigger when a record is modified in a record table.
Go to All > AI Agent Studio > Create and Manage, then search for "Generate resolution plan agentic workflow" and select it.
Next, under 'Add a preferred Trigger,' click 'New' in the Define Trigger section and enter the trigger details as per the below screenshots.
Save your changes to ensure that a new trigger record is generated for the workflow.
Activate AI agents for Now Assist Virtual Agent:
Virtual agents can be enabled so that AI agents are available for use in Now Assist Virtual Agent conversations.
- Go to ALL > AI Agent Studio > Create and Manage > Tab ‘AI Agents.’
- Search and select ‘Next Action Recommendation AI Agent.’
- In the ‘Toggle Display’ section, set the status to Active and display to Virtual Agent Active. Provide the right assistants to discover the AI agents in Virtual Agent.
- You can find the Assistants from All > Conversational Interfaces > Assistants:
- Save and test.
- View role information for the AI agent in the 'Define who can access this AI agent' section within AI Agent Studio.
For more information:
- Product documentation - Platform Generate resolution plans Agentic workflow
- To understand how the workflow functions, review the Generate Resolution Plan agentic workflow article for its overview and outcome results.
- Add a Generate Resolution Plan declarative action to the Service Operations Workspace
- Find the additional resources to learn more information on getting started with GAF:
- Explore platform product resources here, and review the list of helpful resources under Platform Agentic Workflows and AI Agents.
