AI Agent not displaying Record Cards after creating Request and Request Item — how to achieve this?

[MiguelSalvador]

Hi Community,

I'm working on an AI Agent built in AI Agent Studio that handles catalog requests on behalf of users. The agent uses two separate tools:

1. A tool to create a Request (sc_request), which creates the request and returns the sys_id.
2. A tool to create a Request Item (sc_req_item), which takes the sys_id from the previous tool and links the request item to the created request.

The agent works correctly in terms of functionality, the Request and Request Item are created and properly linked. However, after completing the process, the agent responds with plain generic text (e.g. "Your request has been created .") instead of displaying a visual record card or reference card for the created records, which would provide a much better user experience.

I believe this might be prompt-dependent behaviour, but so far I haven't been able to get the agent to consistently render the cards, regardless of how I phrase the instructions.

Has anyone managed to get an AI Agent to display record cards (or reference cards) for newly created records such as Requests or Request Items? If so, how did you approach it, was it through prompt engineering, a specific tool output format, or something else entirely?

I attached an image of a record card of an incident to show exactly what i want to achieve with the request and request items.

Any guidance or examples would be greatly appreciated!

Thanks in advance.

[Sandeep Rajput]

@MiguelSalvador Have you specifically provided the instructions in the prompt to use AI Summary Card Overview to show the new record details?

[MiguelSalvador]

Hello @Sandeep Rajput! Yes, I have, but all it does is "I have created the request, here is it's record card.", but it does not output the any card overview. I even tried writing a prompt for custom output inside of the tool, and nothing.
Maybe I'm missing something?

[Sandeep Rajput · Accepted solution]

@MiguelSalvador Found a KB article around the AI Summary Card view issue https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3102030. Attaching the same PDF here. Not sure if your issue is related but there is an open problem related to AI summary card view.

[MiguelSalvador]

Thank you, @Sandeep Rajput , I'm not sure if it is exactly that, but i will try that out!