Generate Resolution Plan Agentic Workflow is not working OOB

VarunK312799563
Tera Expert

5 hours ago

Hi, we have created an Agentic Workflow by creating a clone of 'Generate Resolution Plan'. We have just added UI action and not performed any other changes. However, there are two issues we found:

1. UI action not appearing on Incident form
2. 'Next action recommendation AI agent' not running even though it is explicitly called out in Agentic Workflow steps.

 

Anyone faced similar issue and knew the resolution?

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Naveen20
ServiceNow Employee

24m ago

Try these once

  • Open your cloned workflow steps and verify the step referencing "Next Action Recommendation" points to a valid, active, published AI Agent — cloning often breaks these references
  • If your clone is in a different scope, cross-scope access to the sub-agent may be blocked
  • Check AI Agent execution logs (sys_ai_agent_execution) — if no record exists, the reference is broken; if a failed record exists, the error will pinpoint the issue (usually missing input mappings or LLM config)

Session debugger + sys_ai_agent_execution table will tell you immediately whether the sub-agent is being invoked and why it's failing.

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