Trigger AI Agent

Andr_
Tera Expert

‎03-26-2025 04:45 AM

Hi All,

 

We are demoing AI Agents, and trying to use the triggers on use cases, but it's not working.

 

We added a trigger to the use case to run when an incident's state changes to "In Progress". We tried to change the incident state both on next experience and workspace, always with the Now Assist panel open and not mid-conversation. Nothing happens. There was just one situation - some minutes after trying to trigger it, after opening a random page, the panel appeared with the agent already rinning - but it had been a while since the incident had been moved to In Progress. 

 

Every tutorial and demo online uses either the test feature or runs the Agent manually from the Now Assist menu, and the documentation is not very helpful. Appreciate any insight out there.

 

Thanks!

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3 REPLIES 3

Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-26-2025 05:36 AM

Hi @Andr_ 

I understand that since the AI agent is new and not available on PDI, it's difficult to pinpoint the issue. Since it's OOTB, you can log a ServiceNow support case with the team and share the feedback with us later.

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0 Helpfuls

PaulSylo
Tera Sage
Tera Sage

‎04-01-2025 06:44 AM

Hi @Andr_ 

I am sure you are tested or testign now, i suggest to download this "AI agent decision log" and see whats going on with your flow. below is the sample ,

 

 

PaulSylo_2-1743514820957.png

 

Whatever i marked in red are few area where you need to check and yellow is place to download. Please check your flow, you might made some changes on filter condition.

check your communicator logs 

I think these are basic step to troubleshoot first. i think this can be solved by yourself and i prefer support only as a last resort !

 

Regards,
PaulSylo

Kindly mark "helpful", if this helps, or Mark as "Accepted " if it solves your issues !
0 Helpfuls

Trevor Muhl
Kilo Sage

‎04-30-2025 08:25 AM

I was experiencing the same issue. No matter what I tried with the use case trigger, I could not get anything to happen. However, I discovered today that the Now Assist AI Agents (sn_aia) application on my instance was outdated (v1.x.x). After updating to the most recent version (3.0.9), I am seeing different behavior.

 

Now, updating the trigger creates an execution plan record (sn_aia_execution_plan_list.do). It still had an error state though. After digging into the errors, I found that the "Run as" user selected in the trigger was missing the "NAP user" (now_assist_panel_user) role. Once I added that role to the user and tried again, the user immediately received a ping from the Now Assist panel. Everything worked as expected from there. Hopefully this is helpful to you!