How do I create an AI Agent for Assignment Group prediction for Incident

[PankajS84613171]

How do I create an AI Agent for Assignment Group prediction for Incident? 
I have tried creating it using the Search Retreival Tool but nothing is working, there are no relevant information on this in the community or youtube, even the documentation is very limited, semantics are not being configured.

[Vikram Reddy]

Hi @PankajS84613171,

The Search Retrieval tool on its own is the wrong building block here. It's a RAG tool for semantic lookup, not a classifier, so it will never reliably predict a structured field like assignment group by itself. The pattern that actually works combines three pieces inside AI Agent Studio: a Predictive Intelligence classification solution trained on your resolved incidents (input: short description and description, output: assignment group), the Search Retrieval tool pointed at the incident table to surface similar resolved tickets as extra context, and a Now Assist Skill Kit skill that wraps both tools behind a decision prompt so the LLM picks a group and returns a confidence score. That skill becomes a tool on your custom agent, with an autonomous action to update the assignment group when confidence clears your threshold, and a fallback that just logs reasoning to work notes when it doesn't.

On the "semantics not configured" symptom specifically, walk through these before you touch the agent again:

• the Now Assist in Search store app is on the latest version
• a proper AI Search source exists against the incident table, not just the default KB source
• that source has actually been indexed, creation alone doesn't index it
• the search profile is published, not just saved

Miss any one of those and the retrieval tool comes back empty, which lines up with what you're describing

Thank you,
Vikram Karety
Octigo Solutions INC

[Tanushree Maiti]

Hi @PankajS84613171 

Check article: 

Multi-Method Assignment Group Prediction with Now Assist

https://youtu.be/_2IG1CX2y6g?feature=shared

[ajmalmuhamm]

Assignment Group prediction is generally not a good fit for an AI Agent using only the Search Retrieval tool. Search Retrieval is designed to retrieve information from indexed knowledge and documents, not to make predictive decisions based on historical Incident data.

If your goal is to automatically predict the Assignment Group, consider these approaches:

• Predictive Intelligence (recommended): ServiceNow's Predictive Intelligence is purpose-built for classification use cases like Assignment Group prediction. Train a model using historical Incident records and use it to suggest or automatically populate the Assignment Group.
• Now Assist / AI Agents: If you want to use an AI Agent, you'll need to provide it with access to structured Incident data through appropriate tools (e.g., Data Retrieval/Record Retrieval, Flow Actions, or custom tools). A Search Retrieval tool alone won't have the context needed to infer the correct Assignment Group.
• Ensure your AI Agent has:
  • Access to the Incident table.
  • A tool capable of querying structured records, not just indexed documents.
  • Proper semantic configuration and indexed data if you're using retrieval-based capabilities.

If your semantics are not being configured, verify that:

• AI Search/Now Assist indexing has completed successfully.
• The required AI Search and Generative AI plugins/features are installed and licensed.
• Your data source is supported for semantic indexing.
• The AI Agent has the necessary tool permissions and data access.

Could you also share:

• Your ServiceNow release (e.g., Xanadu, Yokohama, Zurich)?
• Whether you're using AI Agent Studio, Now Assist, or Predictive Intelligence?
• Whether you're trying to predict the Assignment Group from the short description/description or from retrieved knowledge?

That will help determine whether this should be implemented with an AI Agent, Predictive Intelligence, or a hybrid approach.

[yashkamde · Accepted solution]

Hello @PankajS84613171 ,

You can build this using Agentic AI (AI Agent Studio) :

• Configure the AI Agent in AI Agent Studio with a system prompt that take short_description + description + caller + category context as input, and reason through steps to determine the correct assignment_group.
• Add Tools for the agent to call e.g. "Get Active Assignment Groups" tool (Script tool querying sys_user_group filtered by type=assignment).
• Configure the agent's reasoning flow as : Analyze incident details > call tool to fetch similar past incidents > cross-reference against valid assignment_groups tool output > decide best match with a justification > if confident, call an action tool to update assignment_group on the incident → if not confident, call a action to route to a manual triage queue or assign to a group.

Also refer this :

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

Multi-Method Assignment Group Prediction with Now Assist 

If my response helped mark as helpful and accept the solution.