AI agent for assigning assignment group

[onkarshivgan]

Hi all,
Is anyone using an AI agent or agentic workflow in ServiceNow to dynamically determine and assign the Assignment Group?
Looking specifically beyond Predictive Intelligence—interested in agent-driven or autonomous workflow approaches.

Thanks!

[Tanushree Maiti]

Hi @onkarshivgan 

You can try this using POST

Category	Table Name	Purpose	Critical Usage Context
Teams	sn_aia_team	Defines Agentic AI teams (groups of agents).	Migration: Validates that team-level structures are intact.
Teams	sn_aia_team_member	Stores individual agent membership within a team.	Troubleshooting: Confirms which agents are participating in a specific team's workflow.

Refer:

Key Tables Used in ServiceNow Agentic AI (Development, Migration, and Troubleshooting) 

https://www.servicenow.com/community/now-assist-forum/can-we-make-ai-agent-to-auto-populate-assignme...

[warren_chan]

What specifically beyond Predictive Intelligence are you looking for? PI will determine Assignment group based on historical data. Is there another source that you want to use to drive the decision-making?

The Group Action Framework (GAF) will utilize a similar approach as PI, but add LLM enhancements in the decision-making layer: https://www.servicenow.com/docs/r/intelligent-experiences/group-action-framework.html

Take a look at the OOB Now Assist for IT Service Management agentic workflows. We do something similar with selecting Categories and CI's. If you are using fields like thes to drive Assignment group, this could be a good path to go down:

https://www.servicenow.com/docs/r/it-service-management/now-assist-for-it-service-management-itsm/no...