Can we make AI Agent to auto populate assignment groups for Incident Management ?

[Balakrishna_ABK]

Can we make AI Agent to auto populate assignment group for Incident Management.

I can see there is no OOB Agentic workflow for this.

[Dr Atul G- LNG]

I would suggest using Predictive Intelligence or the Assignment Rule, since once the AI is triggered, the assignment rule will run based on the conditions and populate the group accordingly. @Balakrishna_ABK 

[rpriyadarshy]

Hi Balkrishna

an we make AI Agent to auto populate assignment group for Incident Management--> Technically Yes but this will cost an Assist/Token each time.

In past we used to do same using CMDB CI Based Assignment using CI Attributes like Supported by/Owned by attributes Etc.

Then Comes Classification Solution of Predictive Intelligence which used PI model in background to Predict Assignment Group of an Incident.

in this new ERA we wanted all things to do using AI n LLM  🙂

Technically you can create a custom AI Agent for Your Use case.  OOTB there is an AI Agent for Incident Category and Subcategory Assignment.

You can see how Its done and can be used in Your Use Case for Group Assignments. or use this OOTB AI Agent.

Classify tasks

This use case Classify a given TASK by updating corresponding fields and assign to right group, evaluating sentiment and summarizing. Assignment group: Service Desk Urgency: 1 - High Impact: 2 - High Priority: 2 - Critical Predict assignment group, impact, urgency, priority,  and sentiment

Record management AI agent (Record handler ) Record field value prediction AI agent (Field predictor)

REGARDS

RP

[Balakrishna_ABK]

Hi @rpriyadarshy ,

Thanks for your reply it was really useful .

I activated classify tasks as mentioned but I am getting error as shown in screenshot

Is there anything I am missing ?

[rpriyadarshy]

@Balakrishna_ABK 

Can you try running Same AI Agent in Ai Agent testing Console?

Regards

RP